This report provides insight into Agent performance while working in the call center.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Call Metrics by Queue Name - Note: All data listed in this report is organized into hour segments.
- (A) Hour - The time interval that all data is referenced.
- (B) Calls Queued - The number of calls that entered a queue.
- (C) Answered Calls - The number of calls there were answered.
- (D) Rolled Over Calls - The number of calls there were rolled over.
- (E) Abandoned Calls - The number of abandoned calls.
- (F) Callbacks Requested - The number of callbacks requested by callers who were waiting in a call center queue.
- (G) Left Queue - The number of callers who opted to skip the queue and be routed to a voicemail box or other call route step.
- (H) Lead Calls - The number of Lead calls.
- (I) Customer Calls - The number of Customer calls.
- (J) Other Calls - The number of calls that were not categorized as a Lead or Customer.
- (K) Unprocessed Calls - The number of calls that remained uncategorized.
- (L) Avg Time to Answer - The average duration before a call is answered.
- (M) Longest in Queue - Of all calls waiting in the queue during the given time interval, this is the duration of the call that has been waiting the longest, excluding callbacks.
