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Options
You can choose to enter threshold to report against by entering the values in the boxes below. e.g. If A = 15 and B = 30, the report will display calls within these defined thresholds i.e. below 15 seconds, 15-30 seconds and above 30 seconds.
Define To define your response target threshold(s) by entering comma-separated enter the values in the text box provided
and fields. The example below shows response time targets for calls answered
within 5, 10 and 20 seconds, respectivelybelow 15 seconds, 15-30 seconds and above 30 seconds.
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The body of the report consists of a table showing a summary of call volumes, answered calls and abandoned calls, broken down by the selected thresholds selected. Each month/day/timeslot is highlighted as a hyperlink, allowing you to click on each one in order to drill-down further and find out the same summary information for each individual period. By further clicking on any period, you have the opportunity to view a fully itemised list of all calls on each day and for each half-hour time slot, over the period of the report that you selected.
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