Report Heading |
Definition |
Extension Pulled Back From |
Extension the Call was pulled back from |
Media Type |
Type of media handled by the system: Call, Email, Fax, Text Chat (TC) or Callback (VM) |
Queue |
Details of the queue |
Total Calls Presented |
Total calls presented to agent's extension |
Calls Presented % |
Calls presented to agent divided by calls presented to all agents |
Total Calls Missed |
Total calls pulled back from agents - unique calls, unless handled by other agent |
Calls Missed % |
Calls pulled back from agent divided by calls presented to agent |
Total Calls Declined |
Total calls declined by agent |
Calls Declined % |
Calls declined by agent divided by calls presented to agent |
About the Call Pullback Summary Report
This report gives a detailed breakdown of call types presented to each agent and how many those agents missed (for calls) or declined (callbacks, emails and faxes).
Pullbacks commonly occur when Agents do not answer phones when at their desks, or do not change their Presence when away from their desks.
Should you wish to drill down on this information for detail, please refer to the Call Pullback Report.
This report can be grouped; for example, by date, ensuring you have the most relevant information.
To create the Call Pullback Summary Report:
- Select Call Activity > Call Pullback Summary:
- 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.
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.
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.
Item or Media Type
Narrow the scope of the report to include only the selected incoming queue media.
Depending on the IPFX Modules you have purchased you may be able to include Calls, E-mails, Faxes, Text Chats and Callbacks in the report.
Select from one of: CALL, EMAIL, FAX, TC, VM-CALLBACK.
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)