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Introduction
The call volumes report provides a clear, graphical and tabular representation of your answered, abandoned and lost calls, broken down into hourly blocks.
The report contains three tabs allowing you to view with a graphical representation of data, more detailed call information or just summary information.
There are also three distinct area on the report. The first section shows the entity. The second section shows a summary table with total calls are shown in the first column and internal and external calls itemised separately in the next two columns. The third section shows call details broken down into hourly blocks.
The format will will be determined by whether you've selected the Graph, Details or Summary tab.
Results can be shown as either a value or a percentage using the 'Show values/percentages' toggle link on the top right-hand side of the page.
Drill-able links allow you to drill-down into any entity for more information.
Understanding the Results
The call volumes report displays a summary of calls for each entity with total, external and internal calls shown in a table followed by a breakdown by timeslot. Inbound calls are represented in green, outbound in blue and lost in red. This colour scheme applies to both the table and timeslot section.
The default report sorts the results in alphabetical order based on entity. All headers are clickable allowing you rearrange the report layout in seconds to sort the calls in ascending or descending order based on the header clicked.
The first section shows the entity you are reporting one. The second blue section with the title 'Total' shows a table. This table has three columns; Total, External and Internal. The third section allocates calls by timeslot.
The report has three tabs:- Graph, Details and Summary.
The default web report displays the 'Graph'. This shows a visual representation of all inbound, outbound and lost calls by time of day. The table alongside simply represents the same data in tabular form.
**** Show a slice with table and graph for one entity here. ****
You can toggle between displaying call volumes or percentages in the results by clicking on your preferred option as shown here:
**** SHOW IMAGE OF TOGGLE BUTTON ****
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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:
