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This page describes the Unanswered Calls Report, which provides info on the calls that were not answered by queue agents, the SLA and the disconnection causes for the specified time interval. |
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About
The The Unanswered Calls page page displays detailed information about the calls that were not answered, the SLA and the disconnection causes. To To access this page, click the the Unanswered Calls tab tab. The statistical data is structured in several sections, that you will find explained below.
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This section allows you to keep track of the number of calls that were not answered within a certain SLA. The line chart helps you visualize the distribution of unanswered calls per SLA intervals.
- Answered: The SLA time interval. The available SLA intervals range from Between 0 and 10 seconds to After 480 seconds.
- Calls: The number of calls not answered within a certain SLA.
- Percent: The percentage of unanswered calls out of the total calls received within a certain SLA.
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Analyzing records between <start_date> and <end_date> |
Where:
- <start_date>: Use the available text box or the calendar icon to specify the starting date of the time interval you want the statistics to be displayed for. The format must be yyyy-mm-dd. The default value is the first day of the current month.
- <end_date>: Use the available text box or the calendar icon to specify the ending date of the time interval you want the statistics to be displayed for. The format must be yyyy-mm-dd. The default value is the current date.
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.
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The content of this page is identical for all the disconnection causes, providing the same information about the unanswered calls for each one of the causes. Generically, the page is called called Call Listing for Event <disconnection_cause> and and it displays up-to-date details about calls ended without being answered by any of the queue agents.
The The Calls Overview provides provides the following details about the unanswered calls:
- CallerID: The caller's identification number, for example <8754>, or, if the call was initiated from inside the system, the extension number (e.g. 007 or 0001*007) of the person who made the call.
- Agent: The The extension number (e.g. (0003*001) - for local agents) or his name (for remote agents) of the queue agent that picked up the call. In this situation, VoipNow displays None.
- CallID: The unique number that Asterisk generated to identify the call.
- Start time: The date and time the call was terminated due to a specific reason.
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Analyzing records between <start_date> and <end_date> |
Where:
- <start_date>: The starting date of the time interval you want the statistics to be displayed for. The format must be yyyy-mm-dd. Default: the first day of the current month.
- <end_date>: The ending date of the time interval you want the statistics to be displayed for. The format must be yyyy-mm-dd. Default: the current date.
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.
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