Call Type by Extension Summary
This provides a summary of the Call types an extension has handled but does not spilt the Queue calls up into individual Queues.
The pie chart helps identify the type of call an extension is involved with most. For example, you can confirm an extension is making outbound calls, which they should because they respond to sales queries and taking a few Queue calls when the sales Queue gets busy. Or you might see that they are taking a lot of Queue calls and have little time to respond to sales queries.
Report Criteria
Calculations
Report Heading |
Definition |
Total Calls for Call Type |
Total Number of calls for the particular Call Type |
Talk Time Total |
Total Time spent Talking on calls for a particular Call Type |
Talk Time Maximum |
Time spent Talking on the longest single call for a particular Call Type |
Talk Time Average |
Total Talk Time Divided by Total Calls For Call Type |
Extension Total - Total Calls for Call Type |
Sum of Total Calls for Call Type for the particular Extension |
Extension Total - Total Talk Time |
Sum of Total Talk Time for the particular Extension |
Extension Total - Maximum |
Max Time spent Talking on a call for a particular Extension |
Extension Total - Average |
Extension Total - Total Talk Time Divided by Extension Total - Total Calls For Call Type |
TOTAL - Total Calls for Call Type |
Sum of Extension Total - Total Calls for Call Type |
TOTAL - Total Talk Time |
Sum of Extension Total - Total Talk Time |
TOTAL - Maximum |
Max Time spent Talking on a call for all Extensions in the Report |
TOTAL - Average |
Grand Total - Total Talk Time Divided by Grand Total - Total Calls For Call Type |