Target response

Introduction

This report allows you to quickly assess how well your incoming calls are answered. You have the facility to enter your own target thresholds and can drill-down throughout your organisation to see what percentage of calls were within the desired targets.

The report provides a line-by-line summary and allows you to drill right down to user level, as shown below:

Understanding the Results

When selecting Web as the output format, this report will appear as above.

The Web format allows for complete flexibility when viewing any report. To view details of any filters or selection parameters used in creating this report, simply click on About this report at the top right of the page.

All headers are clickable allowing you re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked. The headers of this report are as follows:

Header

Description

Answered

The answered calls columm is always displayed in green. You can re-arrange based on any of the following selection criteria. You can click on each header to re-order from ascending to descending and vise versa.

: The total volume of calls received on the date shown.
Total duration: This column would show the total length of time spent on incoming calls on this day. Just click on the header to re-order the column.
Average duration: The average call duration of inbound calls on the date shown alongside.
Average response: ..............................................................
Duration Avg: This column shows how long the average caller waited before abandoning the call (in hours, minutes, seconds).
Select this option if you want to sort your missed call in order of the average number of missed calls in any half-our time slot. By clicking again the report will alternate between decending and ascending order for average number of missed calls. How long the average caller waited before abandoning the call (in seconds).

Missed

The outbound calls column is always displayed in blue. You can re-arrange based on any of the following selection criteria. You can click on each header to re-order from ascending to descending and vise versa.

: The total volume of outbound calls on the date shown.
Total duration: This column would show the total length of time spent on outbound calls on this day. Just click on the header to re-order the column.
Average duration: The average call duration of outbound calls on the date shown alongside.
Cost This is the total cost of calls made on this day. Please note that on multi-national sites the cost would normally be set to appear in local currency.

If you would like to go back and view any report for a larger section of the organisation, simply click on the appropriate link in the breadcrumb as shown below:

NOTE: You can change the default response thresholds appearing on your headers, by adding a Threshold option while creating your report.