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This column refers to each hour time slot during the day. Use this as a reference per row, with everything to the right of each time slot dedicated data to that specific time slot. (CST)
3. Inbound columns
The next column will give you a lot of detail on any inbound calls during the given time slot. The sub-columns are as follows:
1. Queued - This column refers to the total calls that came in during this time slot
2. Answered - # of calls that were answered by the call center
3. Roll Over - This column refers to the total number of calls that were not answered in the queue and rolled over to the next Queuestep in the call route
4. Abandoned - This column refers to the total number of calls that went unanswered during this time slotwere abandoned by the caller before being answered
5. Lead - # of lead calls answered by the call center.
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