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Introduction
Analyse your missed calls in more detail to see which callers have and haven't been responded to. Results are arranged into two sections, Missed and Handled, showing calls that were never responded to, and those that were.
Each missed call is also given a priority depending on how many times and how often a caller attempted to make contact.
The call back period i.e. the window in which a call must be responded to in order to be considered handled, is user-definable.
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.
There are two main tabs, Handled and Missed. Any calls that were missed but subsequesntly handled will appear in the handled calls tab. Those that were missed but never responded to appear in the missed tab.
| Header | Description |
|---|---|
| First Attempt | This column displays the date and time that the first call was missed. |
| CLI | The Calling Line Identity of the caller. Note this field will be blank if withheld. |
| Contact | The person or extension number who missed the call. If several were call, the word 'Various' will appear here. |
| Avg ring time | The average duration that the caller held for before hanging up. Note the period is determined by the Call back period set in the Options page e.g. 24 hours. |
| Attempts | The number of times the caller tried to get through without success. |
| Priority | The priority field allows you to prioritise those who called most often with the shortest ring time between calls. The priority is determined by the difference in time between the first and last call divided by the number of times they called. |
Where more than one attempt has been made, simply click to expand and see all attempts.
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:
