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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 |
|---|---|
| Name | This column tells you which entity the data displayed refers to, e.g site, department user etc. |
| Answered | The answered calls columms are always displayed in shades of 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.
|
| Missed | The missed calls columns are always displayed in shaeds of red. 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 for the entity shown.
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. |