46
AltiReport Manual
1304 - Agent WG Call Answering Time Distribution
Description:
Shows how many calls an agent answered within the specified
increments of seconds, and shows the percentage of calls that fall into each call-
answering time period. Reports similar information for outbound calls. Displays the
report results in graph format.
Report Options
1. Select the agent and the agent’s workgroup(s).
2. Specify a time range for the report.
3. Narrow the report to specific days of the week and a span of time (optional).
4. Select an increment, in seconds. Here you are asking, for example, how many calls
were answered within 30 seconds, how many took 31-60 seconds to answer, and so
on.
5. Click
Run Report
to run the report.
6. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 12. This report shows inbound call answering time and outbound call connection time
in intervals of 120 seconds, as specified in the report query.
