Report Heading |
Definition |
Time Talking |
Time spent talking |
Time in Queue |
Time calls spent in Queue |
Time in Queue Maximum |
Maximum amount of that an Abandoned Call spent in the particular Queue for the specified Direct Dial Number |
Total Calls |
Number of calls handled by the extension |
% of all calls |
Number of calls handled by the extension divided by calls handled by all extensions |
0 to 30 - Count |
Total Number of Calls within 30 Secs that came in on the Specified Direct Dial Number for the particular Queue |
0 to 30 - % of Queue |
0 to 30 - Count Divided by No of Abandoned Calls - Count for that particular Queue |
30 to 60 - Count |
Total Number of Calls between 30 and 60 Secs that came in on the Specified Direct Dial Number for the particular Queue |
30 to 60 - % of Queue |
30 to 60 - Count Divided by No of Abandoned Calls - Count for that particular Queue |
60 to 120 - Count |
Total Number of Calls between 60 and 120 Secs that came in on the Specified Direct Dial Number for the particular Queue |
60 to 120 - % of Queue |
60 to 120 - Count Divided by No of Abandoned Calls - Count for that particular Queue |
120 to 300 - Count |
Total Number of Calls between 120 and 300 Secs that came in on the Specified Direct Dial Number for the particular Queue |
120 to 300 - % of Queue |
120 to 300 - Count Divided by No of Abandoned Calls - Count for that particular Queue |
300 + - Count |
Total Number of Calls after 300+ Secs that came in on the Specified Direct Dial Number for the particular Queue |
300 + - % of Queue |
300 + - Count Divided by No of Calls - Count for that particular Queue |
Direct Dial Number Total - No of Abandoned Calls - Count |
Sum of No of Calls - Count for the particular Direct Dial Number |
Direct Dial Number Total - Maximum Queue Time |
Maximum amount of time that an Call spent in the Queue |
Direct Dial Number Total - 0 to 30 - Count |
Sum of 0 to 30 - Count for the particular Direct Dial Number |
Direct Dial Number Total - 30 to 60 - Count |
Sum of 30 to 60 - Count for the particular Direct Dial Number |
Direct Dial Number Total - 60 to 120 - Count |
Sum of 60 to 120 - Count for the particular Direct Dial Number |
Direct Dial Number Total - 120 to 300 - Count |
Sum of 120 to 300 - Count for the particular Direct Dial Number |
Direct Dial Number Total - 300 + - Count |
Sum of 300 + - Count for the particular Direct Dial Number |
Grand Total - No of Calls - Count |
Sum of No of Calls - Count for the Report |
Grand Total - No of Calls - % of Queue Calls |
Sum of No of Calls - % of Queue Calls for the Report |
Grand Total - Maximum Queue Time |
Maximum amount of that an Call spent in the Queue |
Grand Total - 0 to 30 - Count |
Sum of 0 to 30 - Count for the Report |
Grand Total - 30 to 60 - Count |
Sum of 30 to 60 - Count for the Report |
Grand Total - 60 to 120 - Count |
Sum of 60 to 120 - Count for the Report |
Grand Total - 120 to 300 - Count |
Sum of 120 to 300 - Count for the Report |
Grand Total - 300 + - Count |
Sum of 300 + - Count for the Report |
About the Direct Dial Interval Report
This report gives a detailed breakdown of calls for a particular DDI number which are terminated before being answered.
The report summarizes how many calls have been answered or abandoned, grouping both the answered and abandoned calls into segments to view the number of calls answered from 0-20 seconds, 21-40 seconds, 41-60 seconds, and so on. Abandoned Call information is provided in the same structure.
You may detail your Service Level requirement at the report criteria prompt as end values: for 020, 21-60 and 61-120 seconds, enter 20,60,120 in the prompt.
Note: The Dialled Number field is contextual: it represents either 'Dialled Number In' or 'Dialled Number Out' depending on your chosen report. If you are reporting Inbound calls, the field represents the number the customer dialled. If you are reporting Outbound calls, the field represents the number your agents dialled.
To create the Direct Dial Interval Report:
- Select Call Activity > Direct Dial Interval 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.
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.
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)