Report User Guide

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:


  • Report Name - Self Explanatory.

  • Report Description - Self Explanatory.

  • Time Frame - Select the time frame for the report from Today, This Week, This Month, or Custom

    Custom will introduce two additional fields. From Date and To Date.



    Click on either one and select a date range from the pop-up calender window. You can change months with the arrows on the top right and top left corners. Note that you can also select the start or end time for custom frame with the hours dial on the right side. 


  • Agents - Click in the field to bring up a drop-down menu and select different agents the report will apply to. If you made a mistake click the small X next to an agent's name to remove him from the list.

    There is an option here called All Agents. Selecting it doesn't actually mean you have selected all the agents in the list and will have data generated for each one separately. All Agents sums up the data for all the agents and display it as one entry. If you literally want to generate a report for each agent you need to select them all.

  • Report Column - Click here and select data columns from the drop-down menu. If you made a mistake click the small X next to a column's name to remove it from the list. Note that you can only select six columns at a time for each report!

    Columns represent the actual data the report wil display for the selected agents in the selected time frame.
    The columns available are:

    Calls - The total number of calls per agent. 

    Hold Time - Total hold time for all clients who called an agent.

    Talk Time -  Total talk time for all the clients who called an agent.

    Unanswered RingsLiterally this counts the total amount of  rings per agent before he picks up a call. The count is a sum of all those rings. A high ring rate can indicate an agent that is slow to respond to calls or one that is too busy with other calls.

    Not Answered by Others This counts the amount of calls that were holding for an agent that he failed to answer and were not answered by any other agent either.

    Answered by Others - This counts the amount of calls that were holding for an agent that he failed to answer and were eventually answered by other agents. 


    Total Caller Hang Up - The total number of answered calls that were hung up by the client, per agent.  

    Total Agent Hang Up - The total number of answered calls that were hung up by the agent, per agent. 


  • Scheduled Reports - This allows you to set a schedule to run and generate the report automatically as well as emailing it to a designated  address. By default this is off. Click to select Daily, Weekly, or Monthly schedule. And then when more fields appear, enter as needed the Time of the day, Day of the week, or Day of the Month when the schedule is going to run.

        

    Scheduled reports appear a bit differently in the reports list:



    You can click on the bell icon next to a report to make it Active=Green or inactive=Red. In the mini-menu of a scheduled report you have the additional choice of Send Now to send the report to its designated email address immediatly.


Report by Queue


Report Name, Report Description, Time Frame, and Schedule Reports work just same as in Report by Agent (see above.)
  • 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:

    CallsThe total number of calls per queue. 

    Missed CallsThe total number of missed calls per queue. 

    Hold Time - The total duration of hold time for all calls in a queue. 

    Talk TimeThe 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 by Time


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 TimeTalk Time, Exit Calls, Average Hold TimeAbandoned 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 OthersAnswered by Others, Total Caller Hang UpTotal 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.)

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