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The body of the report consists of a table showing a summary of your incoming calls for the period you have selected. The column headers of this table are described below:
| Header | Description |
|---|
| Name | This column tells you which The entity the data displayed refers to, e.g site, department user etc. |
| Answered |  : The total volume of calls received for the entity shown.- Average response: The average length of time it took to answer calls for this entity.
- x-xx s: This is the response threshold. It can be for example The range of time it took to answer calls for this entity (response time threshold.), e.g. 0-5 sec, 6-10 sec, 11-15 sec, >15 sec and it represents the range of time it took to answer calls for this entity.
You can define your own thresholds and it will show in the section of the report wizard and the results will display the percentage of answered calls answered within these thresholds.
|
| Missed | - : The total volume of calls lost for the entity shownreceived.
- Average duration: The average length of time the caller a missed call rang for before being abandoned.
- x-xx s: This is the duration threshold. It can be for example The range of time a missed call rang before being abandoned (duration threshold), e.g. 0-5 sec, 6-10 sec, 11-15 sec, >15 sec and it represents the range of time the caller rang for before being abandoned.
You can define your own thresholds and it will show in the section of the report wizard and the results will display the percentage of missed calls lost within these thresholds.
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You may keep drilling down into the report for more detail e.g. to see which teams are responsible for low responses and drill down further to see which individuals in the team perform worse.
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