AltiGen MAXCS 7.5 AltiReport - Manual (Page 90)

86 AltiReport Manual
2311 - Total and % Inbound Calls ANS/ABN/OFL
Description: Reports the total number and percent of inbound calls that were
answered, abandoned, overflowed/redirected. Reports results in table format and two
graphs.
Report Options
1. Select an agent, if you want only that agent’s workgroups to appear in the
workgroup selection list.
2. Select workgroup(s).
3. Choose if you want the data reported by hour of day or by day of week.
4. Specify a time range for the report.
5. Narrow the report to specific days of the week and a span of time (optional).
6. Click Run Report to run the report.
7. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 42. The call totals shown on this report are drawn from data on the Sales workgroup
for the month of March. They are reported by hour of day, as specified.
Report Fields
•
[Report interval]—The report interval specified in the query: Day of Week or Hour
of Day
•
Total Inbound Calls—Total inbound calls for the specified workgroup in the
specified time period.
•
Answered
•
# of Calls—Number of calls that were answered
• % of Calls—Percentage that number is of the total number of inbound calls
([Answered] # of Calls/Total Inbound Calls)
•
Abandoned Calls
•
# of Calls—Number of calls that were abandoned by the caller
• % of Calls—Percentage that number is of the total number of inbound calls
([Abandoned] # of Calls/Total Inbound Calls)
•
Overflowed/Redirected Calls
• # of Calls—Number of calls that were overflowed/redirected