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The body of the report consists of a table showing a summary of calls for the period you selected. Each column header of the table is described below:

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:

HeaderDescription
NameThe entity the data displayed refers to, e.g site, department user etc.
Answered
  • Squiggle: The total volume of calls received.
  • Average response: The average length of time it took to answer calls.
  • x-xx s: 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.
    You can define your own thresholds in the 
    Referencemacro
    LabelOptions
    section of the report wizard and the results will display the percentage of answered calls within these thresholds.
Missed
  • Squiggle: The total volume of calls received.
  • Average duration: The average length of time a missed call rang before being abandoned.
  • x-xx s: 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
    You can define your own thresholds in the 
    Referencemacro
    LabelOptions
    section of the report wizard and the results will display the percentage of missed calls within these thresholds.

Each period is shown as a hyperlink which, if clicked on, re-runs the report using a more granular period.

 

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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