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For queues where no calls have been detected in the logging time, there will be no reports. The queues will, however, appear in the summary.
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If in this period no calls have been received the service level is 100%.
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“Forwarding” and “Missed by forwarding” appear only if an appropriate number has been defined and calls have been forwarded in this specific time frame.
See also the SwyxWare Documentation for administrators.
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Calculation formula: 100% * Answered / (Answered + Missed)
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The user information appear only if the user-specific information have not been deactivated in the report. See Userinformation in report.
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For a call which has been forwarded to a user by another user two calls will appear in the report.
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The number of your own missed calls can be higher than the total number of missed calls. If a call is forwarded to a user more than once, e.g. one time automatically by system and one time by another user, each failed call delivery attempt is counted as a missed call of the respective user. For a queue a call is only counted as missed if the call is not answered by a user within the defined maximum waiting time for callers.
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Answered calls
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Total of calls which have been answered by all users of the queue
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Both, automatically forwarded calls and calls forwarded by other users, which have been answered by the user
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Missed calls
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no user has answered the call within the defined maximum waiting time
the caller dropped the call before a user could answer the call
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the user has not answered the call within the defined time
the caller dropped the call before the user could answer the call
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Average talk time
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Average talk time of all users, calculated from the total talk time of all calls
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Average talk time, calculated from all calls the user has answered, including calls forwarded by other users
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