Total Call Activity
This provides a full overview of each call made by this extension or queue, sorted by the time the call started. The calls are analysed with a Release Type, which can be any on of the following: "Normal", "Voicemail Handled", "Queue Abandoned", "Callback - Rescheduled" or "Callback - deleted".
A "Normal" release type is an ordinary answered and completed call.
"Voicemail Handled" is a call is answered by voicemail. Both voicemail boxes and message boxes give this release type.
"Queue Abandoned" release types are calls which come into a queue and the caller hangs up before being answered.
"Callback - Rescheduled" is when an agent is offered a callback but chooses to reschedule it.
"Callback - Deleted" happens when an agent deletes the callback that has been presented to them.
A very detailed report for checking every call type for an extension or a queue, particularly if there is a dispute about what happened to a caller. For example, a caller might claim a long answer time by an agent. This report would show the answer time for the particular call.
Detailed queue calls i.e. track a customer complaint.
Report Criteria
Calculations
Report Heading |
Definition |
Time in Queue/Offhook |
Time the call was in the personal queue before being delivered/Time phone was offhook |
Time Ringing at Extension |
Time the Call spent ringing on the Extension |
Time Talking |
Time Spent Talking on the Call |
Daily Total - Count |
Count of the Calls on the Specified Day |
Daily Total - Time in Queue/Offhook Avg. |
Sum of Time in Queue/Offhook Divided by Daily Total - Count |
Daily Total - Time Ringing at Extension Avg. |
Sum of Time Ringing at Extension Divided by Daily Total - Count |
Daily Total - Time Talking Avg. |
Sum of Time Talking Divided by Daily Total - Count |