Inbound Call Summary
The Inbound Call Summary report is a Time Interval report. This means that the report lists performance-related inbound call statistics for various time intervals (i.e., hours of day, minutes of hour, days of week, months of year, etc.). The desired time interval can be select when running the report, or you can leave it as the default, which is “Days of Week.”
This report will provide overall inbound call traffic statistics throughout the selected time interval. In addition, this report allows you to select both groups and agents. This is helpful in situations where you may want to report on a specific group, but only specific agents within that group. It will not separate to display individual groups and agents. The columns presented on the report will show statistics for total calls, answered and abandoned calls, agent/group speed of answer, talking/call duration, and percent of calls answered and abandoned.
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Column Descriptions
Time Interval
On the report, the default time interval is "Days of Week." However, this column will display the time interval selected when running the report.
Total Calls
Shows the total number of inbound calls for the selected time interval
Answered Calls
This shows the total number of inbound calls associated with the given group/agent that contained at least one talking event. These are calls that were handled by a live agent.
Abandoned Calls
Shows the total number of abandoned calls for the specified Hunt group
Abandoned Calls
An abandoned call is an inbound call that does not end in a talking or voicemail event. This could be any call ending in a hold event, queue event, ringing event, park event, etc.
Additionally, abandoned calls can be calls that were at one point answered. For example, if the receiving agent answers the call, then places the calling party on hold, then the calling party hangs up while in the hold state, this would be considered an abandoned call, again, because it ended in an event other than a talking or voicemail event.
Avg Agent Speed of Answer
This shows the average duration of the ringing events associated with the selected agents in the group(s) before the call's first talking event.
Avg Group Speed of Answer
This shows the average duration of the ringing and queue events associated with the group or the agents in the group before the call's first talking event.
Total Talking Duration
Shows the total duration of all talking events associated with the given group
Avg Talking Duration
Shows the average duration of all talking events associated with the given group
Total Call Duration
Shows the total duration of all calls associated with the selected group(s)
Avg Call Duration
Shows the average duration of all calls associated with the selected group(s)
Percent of Calls Answered
This shows the total percent of calls answered, meaning that the calls contained at least one talking event. This is calculated by dividing answered calls by presented calls, and is then displayed as a percent.
Percent of Calls Abandoned
This shows the total percent of calls abandoned, meaning that the call ended in something other than a talking or voicemail event. This is calculated by dividing abandoned calls by presented calls, and is then displayed as a percent.
Updated about 5 years ago