Report Heading |
Definition |
Queue/Extn - Incoming Call Count |
Total Incoming Calls Answered on the particular Queue/Extn |
Queue/Extn - Incoming Total |
Total Time spent on Incoming Calls on the particular Queue/Extn |
Queue/Extn - Incoming Min |
Min Time spent on an Incoming Calls on the particular Queue/Extn |
Queue/Extn - Incoming Max |
Max Time spent on an Incoming Calls on the particular Queue/Extn |
Queue/Extn - Incoming Avg |
Queue/Extn - Incoming Total Divided by Queue/Extn - Incoming Call Count |
Queue/Extn - Outgoing Call Count |
Total Outgoing Calls Answered on the particular Queue/Extn |
Queue/Extn - Outgoing Total |
Total Time spent on Outgoing Calls on the particular Queue/Extn |
Queue/Extn - Outgoing Min |
Min Time spent on an Outgoing Calls on the particular Queue/Extn |
Queue/Extn - Outgoing Max |
Max Time spent on an Outgoing Calls on the particular Queue/Extn |
Queue/Extn - Outgoing Avg |
Queue/Extn - Outgoing Total Divided by Queue/Extn - Outgoing Call Count |
Queue/Extn - Queue Call Count |
Total Queue Calls Answered on the particular Queue/Extn |
Queue/Extn - Queue Total |
Total Time spent on Queue Calls on the particular Queue/Extn |
Queue/Extn - Queue Min |
Min Time spent on an Queue Calls on the particular Queue/Extn |
Queue/Extn - Queue Max |
Max Time spent on an Queue Calls on the particular Queue/Extn |
Queue/Extn - Queue Avg |
Queue/Extn - Queue Total Divided by Queue/Extn - Queue Call Count |
Extensions Totals - Incoming Call Count |
Sum of Queue/Extn - Incoming Call Count for the particular Extension |
Extensions Totals - Incoming Total |
Sum of Queue/Extn - Incoming Total for the particular Extension |
Extensions Totals - Incoming Min |
Min from Queue/Extn - Incoming Min for the particular Extension |
Extensions Totals - Incoming Max |
Max from Queue/Extn - Incoming Max for the particular Extension |
Extensions Totals - Incoming Avg |
Extensions Totals - Incoming Total Divided by Extensions Totals - Incoming Call Count |
Extensions Totals - Outgoing Call Count |
Sum of Queue/Extn - Outgoing Call Count for the particular Extension |
Extensions Totals - Outgoing Total |
Sum of Queue/Extn - Outgoing Total for the particular Extension |
Extensions Totals - Outgoing Min |
Min from Queue/Extn - Outgoing Min for the particular Extension |
Extensions Totals - Outgoing Max |
Max from Queue/Extn - Outgoing Max for the particular Extension |
Extensions Totals - Outgoing Avg |
Extensions Totals - Outgoing Total Divided by Extensions Totals - Outgoing Call Count |
Extensions Totals - Queue Call Count |
Sum of Queue/Extn - Queue Call Count for the particular Extension |
Extensions Totals - Queue Total |
Sum of Queue/Extn - Queue Total for the particular Extension |
Extensions Totals - Queue Min |
Min from Queue/Extn - Queue Min for the particular Extension |
Extensions Totals - Queue Max |
Max from Queue/Extn - Queue Max for the particular Extension |
Extensions Totals - Queue Avg |
Extensions Totals - Queue Total Divided by Extensions Totals - Queue Call Count |
Team Totals - Incoming Call Count |
Sum of Extensions Totals - Incoming Call Count for the particular Team |
Team Totals - Incoming Total |
Sum of Extensions Totals - Incoming Total for the particular Team |
Team Totals - Incoming Min |
Min from Extensions Totals - Incoming Min for the particular Team |
Team Totals - Incoming Max |
Max from Extensions Totals - Incoming Max for the particular Team |
Team Totals - Incoming Avg |
Team Totals - Incoming Total Divided by Team Totals - Incoming Call Count |
Team Totals - Outgoing Call Count |
Sum of Extensions Totals - Outgoing Call Count for the particular Team |
Team Totals - Outgoing Total |
Sum of Extensions Totals - Outgoing Total for the particular Team |
Team Totals - Outgoing Min |
Min from Extensions Totals - Outgoing Min for the particular Team |
Team Totals - Outgoing Max |
Max from Extensions Totals - Outgoing Max for the particular Team |
Team Totals - Outgoing Avg |
Team Totals - Outgoing Total Divided by Team Totals - Outgoing Call Count |
Team Totals - Queue Call Count |
Sum of Extensions Totals - Queue Call Count for the particular Team |
Team Totals - Queue Total |
Sum of Extensions Totals - Queue Total for the particular Team |
Team Totals - Queue Min |
Min from Extensions Totals - Queue Min for the particular Team |
Team Totals - Queue Max |
Max from Extensions Totals - Queue Max for the particular Team |
Team Totals - Queue Avg |
Team Totals - Queue Total Divided by Team Totals - Queue Call Count |
Grand Total - Incoming Call Count |
Sum of Team Totals - Incoming Call Count |
Grand Total - Incoming Total |
Sum of Team Totals - Incoming Total |
Grand Total - Incoming Min |
Min from Team Totals - Incoming Min |
Grand Total - Incoming Max |
Max from Team Totals - Incoming Max |
Grand Total - Incoming Avg |
Grand Total - Incoming Total Divided by Grand Total - Incoming Call Count |
Grand Total - Outgoing Call Count |
Sum of Team Totals - Outgoing Call Count |
Grand Total - Outgoing Total |
Sum of Team Totals - Outgoing Total |
Grand Total - Outgoing Min |
Min from Team Totals - Outgoing Min |
Grand Total - Outgoing Max |
Max from Team Totals - Outgoing Max |
Grand Total - Outgoing Avg |
Grand Total - Outgoing Total Divided by Grand Total - Outgoing Call Count |
Grand Total - Queue Call Count |
Sum of Team Totals - Queue Call Count |
Grand Total - Queue Total |
Sum of Team Totals - Queue Total |
Grand Total - Queue Min |
Min from Team Totals - Queue Min |
Grand Total - Queue Max |
Max from Team Totals - Queue Max |
Grand Total - Queue Avg |
Grand Total - Queue Total Divided by Grand Total - Queue Call Count |
About the Queue Call Type by Extension Report
This report gives a detailed breakdown of each agent's daily calls from each queue.
This report can reveal whether it is effective to have an agent who logs on to a queue during busy periods, or if a full-time agent is a more efficient solution.
To create the Queue Call Type by Extension Report:
- Select Queue Performance > Queue Call Type by Extension Report:
- 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.
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.
Item or Media Type
Narrow the scope of the report to include only the selected incoming queue media.
Depending on the IPFX Modules you have purchased you may be able to include Calls, E-mails, Faxes, Text Chats and Callbacks in the report.
Select from one of: CALL, EMAIL, FAX, TC, VM-CALLBACK.
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)