Chapter 3: The Reports
AltiReport Manual 57
2205 - Workgroup Inbound/Outbound Call Summary with
% Analysis
Description:
Reports all inbound (answered/abandoned/overflowed) calls and
outbound connected calls for the specified workgroup(s).
Report Options
1. Select an agent, if you want only that agent’s workgroups to appear in the
workgroup selection list.
2. Select workgroup(s).
3. Choose how you want the data summarized (by day, week, or month).
4. Specify a time range for the report.
5. Narrow the report to specific days of the week and a span of time (optional).
6. Select a group-by option.
7. Specify whether to include empty records.
8. Click
Run Report
to run the report.
9. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 18. This report shows inbound and outbound calls to the IT workgroup during the
month of May, displayed in one-week intervals.
Report Fields
•
Start Date
—Start date for the report
•
Workgroup
—Workgroup’s number
•
Inbound Calls
—Displays the workgroup’s total number of inbound calls (
Total
Calls
) for the specified time period, then displays call data in three categories:
•
Answered
•
Calls—Total number of calls answered in that workgroup in the specified time
period
•
%—Percentage that number is of the total workgroup calls for the specified
time period ([Answered] Calls/[Inbound Calls] Total Calls)
•
Talk—Total talk time on those answered calls
•
Avg—Average talk time per call ([Answered] Talk/[Answered] Calls)
