Inbound call performance

Introduction

This report shows how quickly your inbound call traffic is being answered compared to pre-defined answer time thresholds.

You can compare data by year, month, day or hour, and a visual indication is shown of how many calls were answered inside each threshold, alongside tabular data.

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 report includes the usual headings, including the report's title, any Friendly Name you assigned to it, the period of the report, and any options you selected in the report's selection criteria window.

The body of the report consists of a table showing a summary of the handling of your incoming calls on each day during the period you selected. Each line (or day) shows the following information:

Header	Description
Day	This show the day of the month that the calls relate to. Each day is a hyper-link. To drill-down and get an hour-by-hour breakdown of calls, simply click on the day.
	The total number of calls that day.
Answered	The answered calls columm is always displayed in green. It allows you to re-order the Inbound call performance report based on incoming call information. You can re-arrange based on any of the following selection criteria: Ans: The total number of answered calls taken that day. Avg durn: The average length of an incoming answered call. Avg resp: The average response time for calls to the entity alongside. Max resp: The maximum response time for calls to the entity alongside. x-xx s: This shows the % of calls that were answered within target with the target being defined here as (x-xx s). e.g. e.g. If 68% is displayed under the '0- 5 s' heading, that means that 68% of all calls were answered in less than 5 seconds. If the next threshold showed 15% under the heading 6 - 10 s, then 15% of calls were answered in between 6 and 10 seconds. %: The green section of the graph shows the % of calls answered while the red section shows the % that were missed.
Missed	The missed calls column is always displayed as red. It allows you to re-order your call detail based on whichever of the following criteria is most important: : The total number of missed calls for the day/time period alongside. Avg durn: The average length that a missed call rang for before being abandoned.

You may keep drilling down into the report for more detail e.g. to see hour-by-hour breakdowns as shown here.

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: