Inbound Report
Inbound Report (by DID), v2
This report is designed to give several different statistical breakdowns of calls received within the specified time frame, by either ingroup or by DID (refer to the title of the report).
MULTI-GROUP BREAKDOWN
CALLS = The number of calls to the inbound groups or DIDs within the time frame specified for that time interval.
DROPS = The number of dropped calls to the inbound groups or DIDs within the time frame specified for that time interval.
DROP % = The percentage of calls ending in DROPS.
IVR = The number of calls to the inbound group or DID that went to an IVR within the time frame specified for that time interval.
CALL HANGUP REASON STATS
HANGUP REASON = The reason the call terminated.
HOLDS = The number of calls terminated from the aforementioned reason.
CALL STATUS STATS
STATUS = The call disposition.
DESCRIPTION = A description of the call disposition.
CATEGORY = The call category that the disposition currently belongs to.
CALLS = The number of calls taken by the ingroups or DIDs that were dispositioned as the listed disposition.
TOTAL TIME = The total amount of time that was spent on calls that ended as the listed disposition.
AVG TIME = The average amount of time that was spent on calls that ended as the listed disposition.
CALLS /HOUR = The number of calls per hour to the ingroups or DIDs that ended as the listed disposition.
CUSTOM STATUS CATEGORY STATS
CATEGORY = The custom call category that a call was dispositioned under the selected report parameters.
CALLS = The number of calls dispositioned under the custom status category.
DESCRIPTION = A description of the custom call category.
AGENT STATS
AGENT = The agent who received a call to the specified inbound groups or DIDs.
CALLS = The number of calls fielded by the agent.
TIME H:M:S = The total time the agent spent in calls to the specified inbound groups or DIDs.
AVERAGE = The average time the agent spent in calls to the specified inbound groups or DIDs.
Inbound Email Stats: 2022-02-17 03:30:22
DownloadMULTI-GROUP BREAKDOWN
GROUP IVRS / DROPS / CALLS
Time range: 2022-02-17 00:00:00 to 2022-02-17 23:59:59
TOTALS
Total Emails taken in to this In-Group:
0
Average Email Length for all Emails:
0 seconds
Answered Emails:
0 0%
Average queue time for Answered Emails:
0 seconds
Emails taken into the IVR for this In-Group:
0
DROPS
Total DROP Emails::
0
Average hold time for DROP Emails:
0 seconds
Drop rate for emails >= 5 seconds:
0 0%
Drop rate for emails >= 10 seconds:
0 seconds
CUSTOM INDICATORS
GDE (Answered/Total emails taken in to this In-Group):
0
ACR (Dropped/Answered):
0 seconds
AHT (Agent-Answered emails / Handle Time sec):
0 0%
OCR Occupancy Rate = (Handle Time / Handle + Wait sec): *Handle Time = (Talk+Hold+Dead+Dispo sec)
0 seconds
TMR1 (Answered within seconds/Answered):
0 0%
TMR2 (Answered within seconds/Answered):
0 seconds
SL-1 ( within seconds/All Calls)
0 0%
SL-2 ( within seconds/All Calls)
0 0%
QUEUE STATS
Total Emails That entered Queue:
0
Average QUEUE Length for queue emails:
0 seconds
Average QUEUE Length across all emails:
0 0%
QUEUE SECONDS
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
DROP TIME BREAKDOWN IN SECONDS
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
CALL ANSWERED TIME BREAKDOWN
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
HANGUP REASON STATS
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
CALL STATUS STATS
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
CUSTOM STATUS CATEGORY STATS
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
CALL INITIAL QUEUE POSITION BREAKDOWN
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
AGENT STATS - AVERAGE TIME
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
---------- TIME STATS
DownloadGRAPH IN 15 MINUTE INCREMENTS OF TOTAL INCOMING CALLS FOR THIS GROUP
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0