Reports

Reports provide simple statistics from call center queues. The user selects one or more queues and specifies a time period for data display.

Statistics

Displays statistical data about answered and unanswered calls within the selected parameters.

Distribution

Information about incoming call distribution:

• Distribution by days
• Distribution by hours
• Weekly patterns

Unanswered calls

Details about unanswered calls:

• Who ended the call
• Total number of unanswered calls per queue
• Complete list of unanswered calls

Answered calls

Information about answered calls:

• Agent performance metrics
• Queue wait times (response time)
• Call volumes per queue
• Call termination details