Introduction

Summary of calls made & received during a time period

Call Report

Open

• Call Report (mm/dd/yyyy - mm/dd/yyyy): the reporting period of extracted records

• Last refreshed mm/dd/yyyy hh:mm: the last time data being refreshed to reflect on the report

1. Controls

Open

Filter the report based on a set of supporting criteria:

• From Date: period start date of the reporting being shown on the report

• To Date: period end date of the reporting being shown on the report

• Organization: filter calls belong to selected organizations

2. Graphs & Diagrams

• Calls Summary

  • Total Duration (mins): total duration of phone calls made during the reporting period

  • Total Cost: total cost of phone calls made during the reporting period

  • Total Calls: total calls made during the reporting period

  • Number of Calls Today: count of calls made Today

• Embedded Filters:

  • Queue: filter results based on selected Queues (Customer Service Queue, Claim Assessment Queue, Finance Task Queue, etc)

  • Year: filter results by selected years

  • Month: filter result by selected months

• Number of calls by time group

• Number of calls and duration by Agents: details of calls made by agents

• Number of calls by directions and timeline

  • Nb Calls incoming: number of incoming calls

  • Nb Calls outgoing: number of outgoing calls

  • Nb Calls Missed: number of missed calls

• Number of calls by Call Type

3. Detailed Information: raw data set used in above graphs & diagram