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For details about how to configure these parameters, refer to the relevant page(s) in the list below:

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HeaderDescription
NameThe name of the entity for each line of data

Answered

  • Squiggle: The total volume of calls received for each entity
  • Avg resp: The average response time of all answered calls in each period
  • x-xx s: The percentage of calls that were answered within each predefined target, e.g. if 50% is displayed under the 0-5s heading, half of all calls were answered sooner than 5 seconds

Missed

  • Squiggle: The total number of missed calls for each entity
  • Avg durn: The average length of time a missed call rang before being abandoned
  • x-xx s: The percentage of calls that were abandoned within each predefined target, e.g. if 50% is displayed under the 0-5s heading, half of all calls were abandoned sooner than 5 seconds

Each entity is shown as a hyperlink which, if clicked on, re-runs the report to include only call information pertaining to that entity, allowing you to inspect the performance of specific teams and individual users.

Screenshotmacro
URLhttp://docs.tri-line.com:8090/download/attachments/2785330/target_response_4.png

Screenshotmacro
URLhttp://docs.tri-line.com:8090/download/attachments/2785330/target_response_5.png

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