The Historical Report section contains info on the Advanced Hunt Group AKA ENGAGE Core or CONNECT Call Center performance over an extended period of time.
Customization:
- Reports are available for All agents and for each agent.
- They can have the following ranges: Last 3 days, Last week, Last 2 weeks, Last month and Custom.
Using the Custom range you can choose the data to be displayed by Hour, Day or Month.
Note: Time (Start and End of the day) sections are available only if you chose display data by Hour.
It can be done only for the date range not more than 3 days.
Total Calls:
- Immediately connected - the call was answered by the first agent in the queue,
- Connected after queuing - the call was not answered by the first agent but was answered by one of the next agents in the queue,
- Routed away by pressing a digit - the Advanced Hunt Group has menu options, the caller pressed a digit and was routed away accordingly to the settings,
- Timed out - nobody answered the call and it was forwarded accordingly to the timeout settings,
- Abandoned - call didn't reach any agent, it was finished by the caller before it was forwarded to anybody,
- Failed due to max callers - the Advanced Hunt Group has Max callers on hold limitation and it has been reached, so excessive calls were dropped,
- Other - the call was answered with Pick up feature (not by agent, but by someone else).
These parameters are shown graphically in section Call Statistics.
- Call Durations
- Call Statistics
You can uncheck unneeded parameters on the diagram and get the detailed statistics about the certain hour/date by placing the cursor on the wanted column.
- Queue Time
Queue time does not count calls that were connected immediately (but such calls could be in the queue for 1-10 seconds – time when agent's phone rings). So, these seconds are not counted in queue time, but it counted in total call duration time.
- Talk Time
- Call Duration
Report can be printed and downloaded in CSV format by using icons in the right upper corner.
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