Generate detailed reports here with complete customizable data. To start select Report from the Menu Selection Button to access it.
There are three types of reports available - by Queues, by Agents, or by Date/Time. When the report screen initally opens, you will see three sample default reports, one for each type. This is very helpful as you can edit an existing report instead of creating one from scratch.
Next to each report there is a mini-menu with icon - click it to Run and generate the report, Edit the data fields in it, create a Copy of it so you can make variations of it, or Remove it from the list of reports. You can also run a report just by clicking its name.
If you need to create a new report hover your mouse over the plus icon on the bottom right corner. It will display three new icons. Select the report type you wish to create to open a new window where you will customize the report.
We will examine all the possible data you can enter in a report in a moment. Once you are finished customizing click Run Report (see sample windows below). After the report is generated you can Save a template of it for future use from the mini-menu on the top right corner. You can also Edit the data in it, make a Copy of it, or Remove it from the list of reports. If you try to exit the screen by clicking the arrow on the top left corner (or by going back on your browser) you will be asked if you want to save a template of the report or exit without saving. Exiting the screen takes you back to the list of reports.
You can also download an Excel file of the report by clicking the arrow on the bottom right corner.
Note that the moment you make a new report, copy one, or save one the default sample reports disappear and are replaced by a list of your own reports. The interface here is identical to the initial screen with mini-menu next to each report and a plus icon to create a new one.
Report by Agent
Create or Edit the Agent report by filling or altering the following fields:
Queues - Select the queues the report will apply for. As noted above for Agents, if you select All Queues here you will get one summarized entry for all the queues. You actually have to select each queue individually if you want to select each one of them.
Report Column - Columns represent the actual data the report wil display for the selected queues in the selected time frame. You can only select six at a time. The columns available are:
Calls - The total number of calls per queue.
Missed Calls - The total number of missed calls per queue.
Hold Time - The total duration of hold time for all calls in a queue.
Talk Time - The total duration of talk time for all calls in a queue.
Exit Calls - A total of how many exit calls were generated per queue. Exit calls are calls that are redirected to a new destination based exit rules that are triggered when certain thresholds are met. For example a hold time of over ten minutes for a call will trigger an exit rule and redirect a call to another queue. For a more comprehensive explanation see the article What are Exit Calls and Exit Rules? Exit rules are set in the Queue Manager. See our Queue Manager User Guide for more info.
Average Hold Time - This is basically Hold Time divided by the number of Calls in a queue
Abandoned Calls - The total number of calls on hold (unanswered) that were hung up clients, per queue.
Average Talk Time - This is basically Talk Time divided by the number of Calls in a queue.
Total Agents - The maxiumum number of agents assigned for a queue in the selected time frame. For example, if you had eight agents in a queue, and you removed two of them during the time period, total agents will still equal eight.
Total Callback - The total number of callbacks per queue. Callbacks are requests by clients to call them back instead of them holding. Clients can be given the choice to enter a callback phone number to activate this feature.
Report Name, Report Description, Time Frame, and Schedule Reports work just same as in Report by Agent or by Queue (see above.)
Report Layout - Select the time interval between each data row in the report. These can be By Hour = every round hour, By half day = every twelve hours, or By day = every twenty four hours.
Report Data - The Report by Time bascially combines Reports by Queues and Report by Agent but with a detailed breakdown for each possible time entry during the selected time period. Here you select if you want to have data columns relating to Queues, Agents, or All available data columns.
If you select either Queues or Agents, a new field will appear allowing you to choose queues or agents the report will apply to.
Report Column - What you see here depends on Report Data.
If Queues is selected you will have a choice of - Calls, Missed Calls, Hold Time, Talk Time, Exit Calls, Average Hold Time, Abandoned Calls, Average Talk Time, Total Agents, and Total Callback.
If Agents is selected you will have a choice of - Calls, Hold Time, Talk Time, Unanswered Rings, Not Answered by Others, Answered by Others, Total Caller Hang Up, Total Agent Hand Up.
If All is selected you will see a combination of both Agents and Queues - (Calls, Missed Calls, Hold Time, and Talk Time are shared between Numbers and Users but do not repeat.)