| Excerpt |
|---|
This page describes the Answered Calls Report, which sums up all calls answered by queue agents within a specific time interval. |
| Table of Contents | ||
|---|---|---|
|
About
The The Answered Calls page page displays detailed information about the calls answered by all queue members as well as about the number of calls answered by each agent, the SLA, and the disconnection causes.
To access this page, click the the Answered Calls tab tab. The statistical data is structured in several sections, that you will find explained below.
...
- Type: Local queue agent or Remote queue agent.
- Agent: The queue agent's extension number (e.g. (0003*001) - for local agents) or his name (for remote agents) and his status in the queue (Logged in, Logged out or Paused). Click either of these links to go to the Agent <agent_name> Status page to visualize the particular statistics about his activity. For more information about this page, see the Agent Status section.
- Calls: The number of calls answered by the queue agent.
- Percent: The calls answered by the queue agent percentage out of the total number of answered calls.
...
This section allows you to keep track of the number of calls answered within a certain SLA. The line chart helps you visualize the distribution of answered calls per SLA intervals.
- Answered: The The SLA time interval within which the calls were answered by the queue members. Between Between 11 and 20 seconds means means that the call was answered in between 11 and 20 seconds since it was added to the queue. The available SLA intervals range from Between 0 and 10 seconds to After 480 seconds. The faster the calls are answered, the better.
- Calls: The number of calls answered within a certain SLA.
- Percent: The percentage of calls answered within the SLA out of all the calls answered.
...
The pie chart and the table display the number of answered calls terminated due to one of the three available reasons.
- Cause: The reason for which the call was disconnected.
- Agent disconnected - The call was terminated because the agent was disconnected.
- Caller disconnected - The call was terminated because the caller was disconnected.
- Transfer Transfer - The call was transferred to another extension.
- Calls: The number of calls disconnected due to a certain cause.
- Percent: The percentage of calls terminated due to a certain reason out of the total disconnected calls.
...
After you have decided on the time interval you want the statistics to be displayed for, click the the Search link link. The graphics will be updated.
The dates are saved even if you navigate to other pages. All All the other queue statistics pages display records for the same time interval.
...
Except where otherwise noted, content in this space is licensed under a Creative Commons Attribution 4.0 International.