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Introduction
The Call analysis report breaks down your working day into half-hour segments and details important information about your calls. You get a clear graphical image showing how many calls are abandoned calls and answered and how many outgoing calls are made.
This is broken down into half hour timeslots, showing how long it takes you to answer or how long people are waiting before they give up and abandon the call. These figures are shown as maximum and averages so you can more effectively plan your staffing requirements throughout each working day. You can add numerous filters which are described here in detail, if you want to be even more specific in the information displayed.
You can also optimise to exclude weekends from this report, when perhaps not many calls are being made or received, and so as not to distort the averages. You can also concentrate on incoming or outgoing calls or look at all calls.
Understanding the Results
The web format allows for complete flexibility when viewing this report. All headers are clickable allowing you rearrange the report layout in seconds to sort the calls in ascending or decending order based on the header clicked.
To view details of any filters or selection parameters used in creating this report, simply click on the About this report on the top right of the page.
The headers of this report are as follows:
| Header | Description |
|---|---|
| Time slot | To sort by time slot, simply click on the Time slot header to sort in alternative ascending order. |
| Missed | The missed calls column is always displayed as red. It allows you to reorder your call analysis detail based on whichever of the following criteria is most important:
Max: This shows the maximum length of time a caller waited before hanging up (in seconds). Select this option if you want to sort your missed call in order of the maximum amount
of missed calls in any half-our time slot. Avg: This column shows how long the average caller waited before abandoning the call (in hours, minutes, seconds). |
| Answered | The missed calls column is always displayed as red. It allows you to reorder your call analysis detail based on whichever of the following criteria is most important:
Max: This shows the maximum length of time a caller waited before hanging up (in seconds). Select this option if you want to sort your missed call in order of the maximum amount of missed calls in any half-our time slot. By clicking again the report will alternate between the time slot with the most missed calls and the time slot with the least missed calls. Avg: This column shows how long the average caller waited before abandoning the call (in hours, minutes, seconds). |
| Outbound | The answered calls colum is always displayed in green. It allows you to reorder the call analysis report based on incoming call information. You can rearrange based on any
of the following selection criteria:
Ring time Max: This column shows the maximum time a caller had to wait before being answered (in seconds). Select the Max option under the Ring time (secs) header if you want to reorder to
show the half hour slot with the longest ring time. Ring time Avg: This shows this average time a caller had to wait before being answered (in seconds). Select the average option under the Ring time (secs) header if you want to show the half hour slot in descending order of average ring time. Click again to in ascending order. By clicking again the report wil alternate between the time slot with the longest and shortest average ring time. Duration Max: This shows the maximum length of time a caller waited before hanging up (in seconds). Duration Avg: This column shows how long the average caller waited before abandoning the call (in hours, minutes, seconds). |
: This shows the total number of missed calls in the corresponding half-hour
timeslot. e.g. Select this option if you want to re-order the call analysis report to display the half hour slot with the most missed calls. Click again to display the half hour slot with the least
missed calls.
If you would like to go back and view any report for a larger section of the organisation, simply click on the appropriate link in the breadcrumb as shown below:
