Report Heading |
Definition |
Start Time |
Time the Call initiated |
Extension |
Description of the extension |
Queue |
Description of the queue |
Caller Details |
Data available on the calling line number |
Dialled Number |
Number dialled by the initiating line |
Duration |
Length of the Call |
About the Top 10 Report
This report gives a detailed breakdown of the Top 10 data for the following sections:
- Top 10 Abandoned Calls Over Service Level Threshold of [xx] seconds
- Top 10 Answered Calls Over Service Level Threshold of [xx] seconds
- Top 10 Longest Agent Available Times
- Top 10 Longest Break Times
- Top 10 Longest Hold Times
- Top 10 Longest Talk Times
- Top 10 Longest Wait Time to Abandon
- Top 10 Longest Wait Time to Answer
- Top 10 Longest Work Times
- Top 10 Longest WrapUp Times
The Service Level Threshold may be set in the Criteria prompt, for example Calls Abandoned over 20 seconds.
To create the Top 10 Report:
- Select Queue Performance > Top 10 Report:
- Select Report Template > Top 10 Report.
- Enter the report criteria according to the following criteria:
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.
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.
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.
Section
Enables you to select which section(s) to include in the Top 10 report:
Top 10 Abandoned Calls over Service Level
Top 10 Answered Calls over Service Level
Top 10 Longest Agent Available Times
Top 10 Longest Agent Break Times
Top 10 Longest Hold Times
Top 10 Longest Talk Times
Top 10 Longest Wait Time to Abandon
Top 10 Longest Wait Time to Answer
Top 10 Longest Work Times
Top 10 Longest Wrap Up Times
Service Level Seconds
Defines your organisation's Service Level, in seconds. For example, if your service level requires calls to be answered within 20 seconds, enter 20.
Default is set to 20.
Format Time
Changes the way that time is displayed in the report:
Yes - Displays time in hh:mm:ss format.
No - Displays time in seconds.
Ignore - (Has the same effect as selecting Yes)