DDI Summary (Answered Calls)
This gives daily totals of the answered calls for a particular DDI number for specific intervals, e.g. a Virtual Queue if in use.
Report Criteria
Calculations
Report Heading |
Definition |
No of Answered Calls - Count |
Total Number Calls Answered that came in on the Specified Direct Dial Number for the particular Queue |
No of Answered Calls - % of Answered Queue Calls |
No of Answered Calls - Count Divided by Grand Total - No of Answered Calls - Count |
Maximum Queue Time |
Maximum amount of that an Answered Call spent in the particular Queue for the specified Direct Dial Number |
0 to 30 - Count |
Total Number of Calls that Answered within 30 Secs that came in on the Specified Direct Dial Number for the particular Queue |
0 to 30 - % of Queue Answered |
0 to 30 - Count Divided by No of Answered Calls - Count for that particular Queue |
30 to 60 - Count |
Total Number of Calls that Answered between 30 and 60 Secs that came in on the Specified Direct Dial Number for the particular Queue |
30 to 60 - % of Queue Answered |
30 to 60 - Count Divided by No of Answered Calls - Count for that particular Queue |
60 to 120 - Count |
Total Number of Calls that Answered between 60 and 120 Secs that came in on the Specified Direct Dial Number for the particular Queue |
60 to 120 - % of Queue Answered |
60 to 120 - Count Divided by No of Answered Calls - Count for that particular Queue |
120 to 300 - Count |
Total Number of Calls that Answered between 120 and 300 Secs that came in on the Specified Direct Dial Number for the particular Queue |
120 to 300 - % of Queue Answered |
120 to 300 - Count Divided by No of Answered Calls - Count for that particular Queue |
300 + - Count |
Total Number of Calls that Answered after 300+ Secs that came in on the Specified Direct Dial Number for the particular Queue |
300 + - % of Queue Answered |
300 + - Count Divided by No of Answered Calls - Count for that particular Queue |
Direct Dial Number Total - No of Answered Calls - Count |
Sum of No of Answered Calls - Count for the particular Direct Dial Number |
Direct Dial Number Total - Maximum Queue Time |
Maximum amount of that an Answered 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 Answered Calls - Count |
Sum of No of Answered Calls - Count for the Report |
Grand Total - No of Answered Calls - % of Answered Queue Calls |
Sum of No of Answered Calls - % of Answered Queue Calls for the Report |
Grand Total - Maximum Queue Time |
Maximum amount of that an Answered 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 |