Direct Dial Interval Report (Abandoned Calls Template)

About the DDI Report (Abandoned Calls Template)

Based on the Direct Dial Interval Report, this report template shows all abandoned calls, grouped segments to view the number of calls abandoned from 0-20 seconds, 21-40 seconds, 41-60 seconds, and so on based on the interval level you have set.

To create the DDI Report (Abandoned Calls Template):

1. Select Call Activity > Direct Dial Interval Report.

   

2. Select Report Template > DDI Report for Abandoned Calls.
3. Enter the following report criteria as required:

   Period	The span of days covered by the report (Today, Last Week etc.) Alternatively, specify the exact date range using the Date criterion.
   Dates	The date range you wish to cover in the report.
   Times	Select hours of the day that you wish to cover in the report.
   Group By	Causes the report to display information grouped accorded to the selected criteria (for example by Date, by Extension, by Queue etc.) Each specific base report has a particular set of groupings available.
   Show Queues	Determines whether the report will show Queues or not.
   Queue Group	Narrows the scope of the report to a specific Queue Group.
   Queue Number	Narrows the scope of the report to include only the selected Queue Number(s). Select the Queue Number(s) that you wish to include in the report from the drop-down menu or enter the Queue Number(s) with your keyboard. To specify multiple Queues, separate each number with a comma (,). Do not include spaces in the list.
   Show Extensions	Determines whether the report will show Extensions or not.
   Team	Narrow the scope of the report to the include only the selected Team.
   Extension Number	Narrows the scope of the report to include only certain Extensions. Select the Extension that you wish to include in the report from the drop-down menu or enter the Extension number(s) with your keyboard. Wildcards can be used to select all extensions matching a pattern. To specify multiple Extensions, separate each number with a comma (,). Do not include spaces in the list.
   Call Type	Narrows the scope of the report to include only calls of a specific type: Callback - callbacks Incoming – inbound calls to extensions or DDIs only (not inbound to queues) Outgoing – outbound calls from extensions or DDIs Queue – inbound calls to a queue
   Release Type	Narrows the scope of the report to include only calls that ended with the selected release type: Abandoned – calls that were abandoned before being answered Callback-deleted – callbacks that were deleted (only available with certain IPFX modules) Callback-rescheduled – all Callbacks that were rescheduled (only available with certain IPFX modules). Normal – calls that were answered normally. Voicemail Handled – calls that were sent to and handled by voicemail.
   Intervarls	Defines time intervals for use call centre reports. Select the time intervals that you wish to include in the report, for example: 0-20 seconds, 21 to 40 seconds, 41 to 60 seconds, etc. The intervals should normally correspond to your organisation's service levels. If left blank, the default intervals are 0-20, 21-60, 61-120, 121-300, 300+
   DNIS, Dialled Number, Dialled Number In, Dialled Number Out, Number Dialled	Narrows the scope of the report to include only calls associated with the selected DNIS. Note: DNIS (Dialled Number Inbound Service) for inbound calls refers to the number dialled by a customer. For outbound calls, DNIS refers the phone number dialled out. Select whether the report shows inbound or outbound calls with the Call Type criterion.