Daily Call Activity Report
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Calls Queued, total number of calls that have been queued Calls Abandoned, calls that have been abandoned in the selected period Calls Abandoned, of calls that queued that have been abandoned Calls Abandoned in Selected threshold, calls abandoned in the time threshold you selected Calls Abandoned in Selected threshold, , of calls that queued that have been abandoned within the selected threshold.. 6 Report: Showing: Agent Name Activity Time Activity Type, either Call or State Activity Detail, Call Placed, call answered,Call Released, State change- Available, unavailable Call Type, Inbound, Inbound ACD, Outbound Callers/called number Number called Transfer Number Transfer Location, Internal/external 7 Agent Activity Report The report provides information related to the activity of agent(s), such as the time that an agent spends in various states.. 8 Reports: Total Available time Total Unavailable time Total Time in Wrap-Up Total Talk Time Total Time calls spent in Hold Total Idle Time Total Staffed Time Pie Chart Shows Availability time 9 Activity Agent Counts Chart, based on configured thresholds: Shows: ACD calls, calls from call center Short Duration Calls, based on your threshold Calls completed in Service Level, based on your threshold.. Inbound ACD is from the Call Center Callers/called number Number called Wait Time In Queue Staffed, if the user was logged in to the call center Total Talk Time Total time spent in hold Wrap Up time Transfer Number Transfer Location, Internal/external 12 Agent Call Report The report provides information about the number of calls handled by agents, reported by call type.. Graph showing the longest time spent on different types of call 19 Call Summary Chart Shows the average duration an agent has spent on the following call types: ACD Calls, number of call center calls presented to the agent Outbound ACD Calls, number of outbound call center calls made by the agent, Premium Call Centers only..
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