Report User Guide

Generate detailed reports with complete data customization data.  To start select Report from the ACD Panel Menu. 

 


There are three types of reports available - by Queues, by Agents, or by Date/Time. When the report screen initially opens, you will see three sample default reports, one for each type. These are functional and can be run, but they are more helpful to edit or copy instead of creating a report from scratch.


Next to each report there is a mini-menu - 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 icon on the bottom right corner.



When 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.

The only way to access the sample reports is by removing all the new reports you created.



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, Yesterday, This Week, Last Week, This Month, Last Month, or Custom.

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

    Click on either one and select a date range from the pop-up calendar window. You can change selected month with the arrows on the top. Select the start or end time for custom frame with the hours slider on the right side.


  • Agents - click here and type a name of on agent to find them or to select them from the 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.

    Check the All Agents box to select all the available queues.

    There  menu has a 
    Total Agents options. The difference from All Agents is that selecting it will sum up the data for all the agents and display it as one entry. You can have both All Agents and Total Agents selected.



  • Report Column - click here and select data columns from the drop-down menu (you can also type to search a column by name). 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 will display for the selected agents in the selected time frame.

    The columns available are:

    • Calls - the total number of calls per agent in the selected time frame.

    • Wait Time -total wait time for all the callers who called an agent in the selected time frame.

    • Talk Time -  total talk time for all the callers who called an agent in the selected time frame.

    • Unanswered Rings - literally 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.

    • Average Talk Time - the total talk time per agent in the selected time frame divided by the number of relevant calls.

    • Average  Wait Time - the total wait time per agent in the selected time frame divided by the number of relevant calls.

    • Not Answered By Other - this counts the amount of calls that were holding for an agent in the selected time frame that he failed to answer and were not answered by any other agent either.

    • Answered By Other - this counts the amount of calls that were holding for an agent in the selected time frame 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 caller himself, per agent.  


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


    • Agent Login Time - a sum of the total time an agent was logged in the filtered queues in the selected time frame.

  • Filter Queues - click and type a name of a queue or select it from the drop-down menu. The report to will be limited to the specific queues you select.

  • Scheduled Reports - allows you to set a schedule to run and generate the report automatically and email it to a designated  email address (optional). By default this is off. Click to select Daily, Weekly, or a Monthly schedule. Enter the relevant Time of the day, Day of the week, or Day of the Month when the schedule is going to run.

     



    Scheduled reports are indicated with a bell icon in the reports list. Click on the bell icon green active or red inactive. 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 immediately.


Report by Queue


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


  • Queues - Type or select the queues the report will apply for from the drop-down menu.

    Check the All Queues box to select all the available queues.

    As noted above for Agents, if you select Total 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. You can have both All Queues and Total Queues selected.



  • Report Column -  Columns represent the actual data the report will 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 for the selected time frame.

    • Missed Calls - the total number of missed calls per queue for the selected time frame.

    • Answered Calls - the total number of answered calls per queue for the selected time frame.

    • Answered / Missed Ratio - showing the difference between answered and missed calls per queue for the selected time period.

    • Wait Time - the total duration of wait time for all calls in a queue for the selected time frame.

    • Talk Time - the total duration of talk time for all calls in a queue for the selected time frame.

    • Exit Calls - the number of exit calls that were generated per queue for the selected time frame.

      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 this article. Exit rules are set in the Queue Manager.

    • Average Wait Time -the total duration of hold time for all calls in a queue for the selected time frame.

    • Abandoned calls - the total number of calls on hold (unanswered) that were hung up by callers, per queue for the selected time frame.

    • Average Talk Time - this is basically Talk Time divided by the number of Calls in a queue, per queue for the selected time frame.

    • Total Agents - the maximum 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 for the selected time frame. 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 Date / 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:

    • By Hour - every round hour.

    • By half day - every twelve hours.

    • By day - every twenty four hours.

    • By week - every seven days.

    • By month - every 30 days.

  • Report Data - the Report by Time basically combines Reports by Queues and Report by Agent but with a detailed breakdown for each possible time entry during the selected time frame. 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. There will also be a checkbox for All Queues or All Agents as well as a choice for Total Queues and Total Agents (see Queue or Agent reports above for more details).





  • Report Column - the columns available for selection depends on Report Data.

    If Queues is selected  you will have a choice of Wait Time, Talk Time, Exit Calls, Average Wait Time, Abandoned Calls, Average Talk Time, Total Agents, and Total Callback. 

    If Agents is selected you will have a choice of Calls, Wait Time, Talk Time, Unanswered Rings, Average Talk Time, Average Wait Time, Not Answered By Other, Answered By Other, Total Caller Hang Up, Total Agent Hang Up, and Agent Login Time 

    If All is selected you will see a combination of both Agents and Queues without repeating the columns they share (such as Talk Time).

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