Introduction
The Call analysis report breaks down your working day into half-hour
segments and details important information about your calls. You get a
clear graphical image showing how many calls are abandoned calls and
answered and how many outgoing calls are made.
This is broken down into half hour timeslots, showing how long it
takes you to answer or how long people are waiting before they give up
and abandon the call. These figures are shown as maximum and averages
so you can more effectively plan your staffing requirements throughout
each working day. You can add numerous filters which are described here
in detail, if you want to be even more specific in the information
displayed.
You can also optimise to exclude weekends from this report, when perhaps
not many calls are being made or received, and so as not to distort the
averages. You can also concentrate on incoming or outgoing calls or
look at all calls.
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 |
| Time slot |
To sort by time slot, simply click on the Time slot header to sort in alternative ascending order.
|
| Missed |
The missed calls column is always displayed as red. It allows you to re-order your call analysis detail based on whichever of the following criteria is most important:
 : This shows the total number of missed calls in the corresponding half-hour
timeslot. e.g. Select this option if you want to re-order the Call analysis report to display the half hour slot with the most missed calls. Click again to display the half hour slot with the least
missed calls.
- Max: This shows the maximum length of time a caller waited before hanging up (in seconds). Select this option if you want to sort your missed call in order of the maximum amount
of missed calls in any half-our time slot.
By clicking again the report will alternate between the time slot with the most missed calls and the time slot with the least missed calls.
- 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).
|
| Answered |
The answered calls columm is always displayed in green. It allows you to re-order the Call analysis report based on incoming call information. You can re-arrange based on any
of the following selection criteria:
- : Select this option if you would like to re-order your Call analysis report to sort
by half hour slot with the most answered calls. Click again to re-order to start with the half hour with the least answered calls. Answered calls can also be re-ordered by time taken to answer
(ring time) and duration of call.
- Ring time Max: This column shows the maximum time a caller had to wait before being answered (in seconds). Select this option under the Ring time (secs) header if you want to re-order to
show the half hour slot with the longest ring time.
Click again to show the half hour slot with the shortest ring time for answered calls. By clicking again, the report will alternate between the
time slot with the longest and shortest ring time.
- Ring time Avg: This shows this average time a caller had to wait before being answered (in seconds). Select this option under the Ring time (secs) header if you want to show the half hour slot
in descending order of average ring time. Click again to in ascending order. By clicking again the report wil alternate between the time slot with the longest and shortest average ring time.
- Duration Max: This shows the maximum length of time a caller waited before hanging up (in seconds).
Select this option if you want to sort your missed call in order of the maximum amount of
missed calls in any half-our time slot. By clicking again the report will alternate between the time slot with the most missed calls and the time slot with the least missed calls.
- 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).
|
| Outbound |
The outbound calls column is always displayed in blue. It shows the total number of calls for each half hour, the maximum, average and total duration for calls in that half hour and average
and total cost of calls made in that half hour. It also allows you to re-order the Call analysis report based on this outbound call information. You can re-arrange based on any of the following selection
criteria:
- : Select this option if you would like to re-order your Call analysis
report to sort by half hour slot with the most outbound calls. Click again to re-order to start with the half hour with the least outbound calls. Outbound calls can also be re-ordered by time taken to
answer (ring time) and duration of call.
- Duration Max: Select this option under the outbound Duration header if you want to show the half hour slot with the longest outbound call. Click again to show the half hour slot with the
shortest outbound call. By clicking again the report will alternate between the time slot with the longest and shortest outbound call.
- Duration Avg: Select this option under the outbound Duration header if you want to show the half hour slot in descending order of average call duration. Click again to see in
ascending order. By clicking again the report will alternate between the time slot with the longest and shortest average outbound call duration.
- Duration Total: Select this option under the outbound Duration header if you want to show the half hour slot in descending order of total call duration. Click again to see in ascending
order. By clicking again the report will alternate between the time slot with the longest and shortest total outbound call duration.
- Cost Avg: Select the Max option under the Cost header if you want to show the half hour slot with the most expensive average outbound call costs. Click again to show the half hour slot with the
least expensive average outbound call costs. By clicking again the report willl alternate between the time slot with the most and least expensive call.
- Cost Total: Select the average option under the Cost header if you want to show the half hour slot in descending order of total call costs. Click again to see in ascending order. By clicking again
the report wil alternate between the time slot with the most and least expensive call costs.
|
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:
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