Call volumes

Introduction

The Call volumes report allows the user to get a complete picture of their call volumes by site, group or user.

This drill-able report provides a clear, graphical and tabular representation of your outbound, answered and abandoned calls, broken down into hourly blocks.

Internal and external calls are itemised separately and every value can be shown as either a percentage or a number. To toggle, simply select your preferred option at the top right hand side of the screen (Show values/percentages).

Understanding the Results

The call volumes report displays a summary of all inbound, lost and outbound calls. It also breaks the total down further to divide calls into External and Internal.

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. e.g. Total number of calls, number of external calls, number of internal calls.

As with all reports, the header of the report includes the report title, any name you may have given to it, and the date and time it was run.

The web format also allows the user to drill-down further into any report for more detail. Simply click on any of the hyperlinks shown (in blue) and drill-down through your organisation for more details.

The report is divided into three sections:- Graph, Details and Summary

The Graph shows a visual representation of all inbound, outbound and lost calls breaking them down further to show External and Internal calls. A simple toggle button allows the user to flip between call volumes and percentages.

Header	Name
Total	This column shows the date referred to in the summary of calls alongside.
Inbound	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 missed calls column is always displayed as red. It allows you to re-order your details based on the total number of missed calls for the date shown alongside.
Outbound	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: