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Call Handling Breakdown Report

The Call Handling Breakdown Report offers an in-depth analysis on your contact centre’s inbound activities, offering specific and detailed information regarding answered and abandoned calls. This can help you make sound business decisions, such as setting SLAs and KPIs for your contact centre.

The report gives you an insight into your customers’ experience and can help you enhance productivity and workflow by:

  • highlighting the busiest times for your contact centre;
  • showing a breakdown of the number of calls your agents are receiving within a specified period;
  • showing when you are missing calls in a given time frame.

To access the report, hover over Analytics from the Navigation bar and click on Call Handling Breakdown Report.

Filters

Seven call filter fields allow administrators and supervisors to define the subset of data that will be included in the report. Update the fields and press Generate to update the display:

  • Start Time: The start time of the report
  • Stop Time: The stop time of the report

  • Time Interval: The data displayed in the report will be broken down in intervals, e.g. the period between the start and stop times will be split into 10 minute intervals

  • Campaign: The campaign being used to filter the report by. If a single campaign is selected the Queue Filter will be limited to the queues for that campaign
  • Inbound Queue: The inbound queue chosen to generate the report. If no inbound queue is selected then all inbound queues associated to the selected campaign(s). If the user is a supervisor they will only see queues assigned to them
  • Agent: The agent or team to filter the report by
  • Threshold: The variable for calls in the 'answered before' and 'answered after' columns. This threshold is also used for the 'abandoned before' and 'abandoned after' columns

Columns

The report has the following columns:

  • Time Slot: The start time of the time range submitted
  • Total Calls:The total number of calls (inbound and outbound) from the time range
  • Calls Answered: The total number of calls where answered
  • Answered < X secs: The number of calls answered before X seconds
  • Answered < X secs %:The percentage of Answered calls before X seconds
  • Answered > X secs: The number of calls answered before X seconds
  • Answered > X secs %:The percentage of Answered calls after x seconds
  • Abandoned: The number of calls that were not answered by the agent
  • Abandoned %: The percentage of calls that were abandoned
  • Abandoned < X secs: The number of calls that were Abandoned before x seconds
  • Abandoned < X secs %: The percentage of Abandoned calls before x seconds
  • Abandoned > X secs: The number of calls that were Abandoned after X seconds
  • Abandoned > X secs %: The percentage of Abandoned calls after X seconds
  • Average Call Time: The average talk time

Time Interval: The data displayed in the report will be broken down in intervals, e.g. the period between the start and stop times will be split into 10 minute intervals

  • Campaign: The campaign being used to filter the report by. If a single campaign is selected the Queue Filter will be limited to the queues for that campaign
  • Inbound Queue: The inbound queue chosen to generate the report. If no inbound queue is selected then all inbound queues associated to the selected campaign(s). If the user is a supervisor they will only see queues assigned to them
  • Agent: The agent or team to filter the report by
  • Threshold: The variable for calls in the 'answered before' and 'answered after' columns. This threshold is also used for the 'abandoned before' and 'abandoned after' columns

Columns

The report has the following columns:

  • Time Slot: The start time of the time range submitted
  • Total Calls:The total number of calls (inbound and outbound) from the time range
  • Calls Answered: The total number of calls where answered
  • Answered < X secs: The number of calls answered before X seconds
  • Answered < X secs %:The percentage of Answered calls before X seconds
  • Answered > X secs: The number of calls answered before X seconds
  • Answered > X secs %:The percentage of Answered calls after x seconds
  • Abandoned: The number of calls that were not answered by the agent
  • Abandoned %: The percentage of calls that were abandoned
  • Abandoned < X secs: The number of calls that were Abandoned before x seconds
  • Abandoned < X secs %: The percentage of Abandoned calls before x seconds
  • Abandoned > X secs: The number of calls that were Abandoned after X seconds
  • Abandoned > X secs %: The percentage of Abandoned calls after X seconds
  • Average Call Time: The average talk time
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