en-US • 1 Reporting App • User Interface • Report Types
1.1.5 Report Types
There are 4 different report types:
Queue Statistics
The Queue Statistics Report shows the data based on a list of queues.
The report includes the following information:
Header Item
Explanation
Report Properties
Shows the report type and the name of the report.
Report Period
The selected time frame that will be covered in the report
Generated
The date (dd-mm-yyyy) and time (hh:mm), when the report has been generated.
Queues included (X)
List of the queues included in the report. If queues have been manually selected for the report, they are listed with their extensions.
X Recipients
The recipients that have been selected to receive the report are listed with their e-mail addresses.
Owner
E-mail address of the person who created the report.
Description
Optional description of the report added by the owner of the report.
Table Item
Explanation
Queue Name
Listing the queue names.
Queue Extension
Listing the queue extensions.
Strategy
Total Number of Calls
Total number of calls offered to the queue within the selected report period.
Answered Calls
Number of calls that were answered by an agent.
Unanswered Calls
The sum of Total Number of Calls minus the number of Answered Calls.
Calls can be ‘unanswered’ because the caller used the breakout option, the caller abandoned the call, the call was forwarded by the queue, or the call was missed.
Breakout Calls
Number of calls in which the call was redirected to another destination because the caller selected the queue breakout option.
Abandoned Calls
Number of calls that were abandoned by the caller before being answered.
Forwarded Calls
Calls that were forwarded by the queue.
Queue calls will be forwarded when:
*Busy / No Answer Forward Forward option is enabled and either the queue is full and busy or the forward timer is expired
*when the no agents are logged in Forward option is enabled and no agents were logged into the queue when the call entered the queue
Missed Calls
Number of missed and failed calls that were terminated because...
*the queue was full and the queue Busy / No Answer Forward option is disabled (thus the calls were not forwarded) or
*the calls were not answered due to another reason than Unanswered, Breakout Calls, Abandoned or Forwarded (e. g. due to technical issues)
Average Wait Time
The average wait time callers have waited in the queue.
Total Wait Time
The total time callers have waited in the queue.
Average Ring Time
The average time during which calls from this queue were ringing at an agent.
Total Ring Time
The total time during which calls from this queue were ringing at an agent.
Average Call Duration
The average call duration (hh:mm:ss) of all inbound calls of the queue.
Total Call Duration
The total call duration (hh:mm:ss) of all inbound calls of the queue.
Average Talk Time
The average talk time (hh:mm:ss) of all inbound calls of the queue.
Total Talk Time
The total talk time (hh:mm:ss) of all inbound calls of the queue.
Queue Statistic Reports also contain diagrams as a visual aid:
*By clicking on Percentage Diagram or Number Diagram you can access a visual overview of the percentage or number of answered and abandoned calls for the respective queues.
*Hover over a bar to see the exact number.
*Click on Answered or Abandoned to hide the corresponding bars.
*You can download a diagram using the DOWNLOAD button at the bottom right.
Agent Statistics
The Agent Statistics Report shows the data for each of the selected agents.
The report includes the following information:
Header Item
Explanation
Report Properties
Shows the report type and the name of the report.
Report Period
The selected time frame over which the agent statistics will be reported.
Generated
The date (dd-mm-yyyy) and time (hh:mm), when the report has been generated.
Agents included (X)
List of the agents included in the report. If agents have been manually selected for the report, they are listed with their extensions.
X Recipients
The recipients that have been selected to receive the report are listed with their e-mail addresses.
Owner
E-mail address of the person who created the report.
Description
Description of the report optionally added by the owner of the report.
Table Item
Explanation
Agent Name
Listing the names of the agent(s).
Agent Extension
Listing the extension numbers of the agent(s).
Offered Calls
Number of inbound calls offered to the respective agent.
Answered Calls
Number of inbound calls answered by the agent.
Declined Calls
Number of calls declined by the agent.
Redirected Calls
Number of calls forwarded or transferred by the agent.
Average Talk Time
The average talk time (hh:mm:ss) of all inbound calls handled by the agent.
Total Talk Time
The total talk time (hh:mm:ss) of all inbound calls handled by the agent.
Agent Statistics per Queue
The Agent Statistics per Queue shows the data based on a list of agents where the data is further subdivided by the agents respective queues. This report type is useful if agents are logged in multiple queues and you want to report their data per queue.
The report includes the following information:
Header Item
Explanation
Report Properties
Shows the report type and the name of the report.
Report Period
The time period covered in the report.
Generated
The date (dd-mm-yyyy) and time (hh:mm), when the report has been generated.
Agents per Queue included (X)
List of the agents per queue included in the report. If agents have been manually selected for the report, they are listed with their extensions.
All queues of the respective included agents are added.
X Recipients
The recipients that have been selected to receive the report are listed with their e-mail addresses.
Owner
E-mail address of the person who created the report.
Description
Description of the report optionally added by the owner of the report
Table Item
Explanation
Agent Name
Listing the agents’ names.
Agent Extension
Listing the agents’ extensions.
Queue Name
Listing the queues of the respective agents.
Queue Extension
Listing the extensions of the agents’ queues.
Offered Calls
Total number of inbound calls offered to the respective agent.
Answered Calls
Number of calls that the agent has answered.
Unanswered Calls
The sum of Total Number of Calls minus the number of Answered Calls.
Calls can be unanswered because the agent declined the call, the call was abandoned by the caller, the call was forwarded or transferred by the agent.
Declined Calls
Number of calls declined by the agent.
Redirected Calls
Number of calls that were redirected (forwarded or transferred) by the agent.
Average Talk Time
The average talk time of all inbound calls handled by the agent.
Total Talk Time
The total talk time (hh:mm:ss) of all inbound calls handled by the agent.
Availability
The time that the agent spent in the active state (was logged into the queue).
Availability (%)
The time in percentage the agent had an active queue status and was available for calls from the queue.
Occupancy (%)
The time in percentage the agent was actively engaged in interaction handling activities for the respective queue, based on the agents’ Total Talk Time in relation to the agents Availability.
Queue Occupancy
The Queue Occupancy Report shows per queue the occupancy rate for each queue per agent. It shows the time an agent is occupied in a queue in percentage, which can be used as a measurement how the agents perform.
The report includes the following information:
Header Item
Explanation
Report Properties
Shows the report type and the name of the report.
Report Period
The time period covered in the report.
Generated
The date (dd-mm-yyyy) and time (hh:mm), when the report has been generated.
Queues included (X)
List of the agents included in the report. If agents have been manually selected for the report, they are listed with their extensions.
X Recipients
The recipients that have been selected to receive the report are listed with their e-mail addresses.
Owner
E-mail address of the person who created the report.
Description
Description that was done when creating the report.
Table Item
Explanation
Queue Name
Listing the queues.
Queue Extension
Listing the queues’ extensions.
Agent Name
Listing the names of the agents of the respective queue.
Agent Extension
Listing the extensions of the agents of the respective queue.
Total Ring Time
The total time calls from this queue were ringing at the agent.
Total Talk Time
The total talk time (hh:mm:ss) of all inbound calls handled by the agent for the respective queue.
Availability
The time that the agent spent in the active state (was logged into the queue).
Availability (%)
The time in percentage the agent had an active queue status and was available for calls from the queue.
Unavailable Time
The time that the agent spent in the inactive state (was not logged into the queue) or was not a member of the queue.
Occupancy (%)
The time in percentage the agent was actively engaged in interaction handling activities for the respective queue, the agents’ Total Talk Time in relation to the agents Availability.
Queue Occupancy Reports also contain diagrams as a visual aid:
*By clicking on Queue Occupancy you can access a visual overview showing per queue the occupancy in percentage for each agent
*Hover over a bar to see the exact number.
*Click on an agent's name to hide them from the diagram.
*You can download a diagram using the DOWNLOAD button at the bottom right.