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Access the Reports screen, select the Incoming Call Analysis from the list and click on the button.
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A new window will open, allowing you to configure the parameters of your report:
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Select a report period
For each report, you must specify a time span that covers the calls you want the report to include.
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When you have selected a reporting period and have chosen the report's criteria, click on the button, as shown below:
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<a id="The report's results"></a> |
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Below is an example of this report's output:
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The header of the report will display its title, any friendly name you assigned to it, the period of the report and any options you have selected in the report's selection criteria window.
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| Column header | Description |
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| Time slot | The time period to which the other headers' results relate |
| Answered Calls | |
| Column header | Description |
| Number of calls | The total number of answered calls |
| Response time - Max | The maximum length of time a caller waited before a call was answered (in seconds) |
| Response time - AveAvg | The average length of time a caller waited before a call was answered (in seconds) |
| Call duration - Max | The duration of the longest answered call (in hours, mins, secs) |
| Call duration - Avg | The average length of all answered calls (in hours, mins, secs) |
| Abandoned Cal | |
| Column header | Description |
| Number of calls | The total number of abandoned calls |
| Wait time - Max | The maximum length of time a caller waited before abandoning the call (in seconds) |
| Wait time - Avg | The average length of time a caller waited before abandoning the call (in seconds) |
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