Inbound Summary Hourly Report
Inbound Summary Hourly Report
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).
TOTAL CALLS = Total calls taken by the in-group.
TOTAL ANSWER = Total calls answered by the in-group.
TOTAL TALK = Total amount of time spent in calls answered by the in-group.
AVERAGE TALK = Average amount of time spent in calls answered by the in-group.
TOTAL QUEUE TIME = Total amount of time calls handled by the in-group spent in queue.
TOTAL QUEUE TIME = Average amount of time calls handled by the in-group spent in queue.
MAXIMUM QUEUE TIME = The longest amount of time any single call handled by the in-group spent in queue.
TOTAL ABANDON CALLS = The number of calls to the in-group that were unanswered and abandoned by the caller.
Inbound Summary Hourly Report:
Run Time: 0 seconds|M
MULTI-GROUP BREAKDOWN
GROUP IVRS / DROPS / CALLS
Time range: 2022-02-17 00:00:00 to 2022-02-17 23:59:59
TOTALS
Total calls routed:
0
Average Call Length for routed Calls:
0 seconds
Answered Calls:
0 0%
Average queue time for Answered Calls:
0 seconds
Calls taken into the IVR:
0
DROPS
Total DROP Calls:
0
Average hold time for DROP Calls:
0 seconds
Drop rate for calls >= 5 seconds
0 0%
Drop rate for calls >= 10 seconds:
0 seconds
CUSTOM INDICATORS
GDE (Answered/Total calls taken in to this In-Group):
0
ACR (Dropped/Answered):
0 seconds
AHT (Agent-Answered calls / 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%
CUSTOM INDICATORS
GDE (Answered/Total calls taken in to this In-Group):
0
ACR (Dropped/Answered):
0 seconds
AHT (Agent-Answered calls / 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 Calls That entered Queue:
0
Average QUEUE Length for queue calls:
0 seconds
Average QUEUE Length across all calls:
0 0%
INBOUND SERVICE LEVEL REPORT
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INBOUND SERVICE LEVEL REPORT
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PLEASE SELECT AN IN-GROUP AND DATE RANGE ABOVE AND CLICK SUBMIT