Direct Dial Interval 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 0–20, 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:

1. Select Call Activity > Direct Dial Interval Report:

   

2. 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)