Roles Call Cost Summary

The Roles Call Cost Summary report focuses on call cost totals for Chronicall *Agent Roles. This will allow you to report on the totals for roles involving a call cost profile. Columns featured on this report are call count, total call count, call cost, and total call cost.

This report is a group summary report. This means that each group selected will be displayed on its own individual line next to its specific statistics for the given report.

To use this report, at least one Call Cost profile must be utilized. A Call Cost profile is created to define the rate at which an agent/client should be charged for time on the phone, or time that a specific event such as talking takes place during a call. The rates are typically determined by external number criteria. For example, a Call Cost profile can contain a rate stating that any call that does not start with local area codes (in other words, long-distance calls) may be charged $0.10 per minute.

For more information on configuring Call Cost profiles, see this article.

*An agent role is, in essence, a Chronicall created group separate from your phone system groups. By using Roles, you can assign a list of agents to a specific role, then, when running a report, creating a Realtime wallboard, etc. you can select the role rather than having to select each individual agent.

For more information on agent roles, see this article.

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Column Descriptions


Role

Shows the selected agent role associated with the report totals

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Roles

An agent role is, in essence, a Chronicall created group separate from your phone system groups. By using Roles you can assign a list of agents to a specific role, then, when running a report, creating a Realtime wallboard, etc. you can select the role rather than having to select each individual agent.


Call Count

Shows the number of outbound calls associated with the given role(s) that fit the call cost profile(s) selected.

Note: If multiple rate labels are selected, the report will display a Call Count column for each profile. (See below).


Total Call Count

Shows the total number of outbound calls pertaining to the roles for the selected Call Cost profile(s).

Note: If multiple rate labels are selected, the Total Call Count will combine the counts for each Call Count to give one overall total.


Call Cost

  • Shows the total cost of the calls, based upon the Call Cost profile(s) selected for the selected role.

Note: If multiple rate labels are selected, the report will display a Call Cost column for each profile. (See below).


Total Call Cost

Shows the combined total cost of the calls pertaining to the selected role(s) and the selected Call Cost profile(s).

Note: If multiple rate labels are selected, the Total Call Cost will combine the cost for each Call Cost to give one overall total.