Chapter 3: The Reports
AltiReport Manual 73
2304 - Workgroup Inbound Calls Handling Time
Description:
Reports inbound calls
handling
-time data for the specified workgroup.
Reports in table format and two graphs: distribution and cumulative.
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. Specify an increment of time (from every 30 seconds to every 600 seconds).
7. Click
Run Report
to run the report.
8. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 29. This report shows the contributions of two agents to the Customer Service
workgroup during a two-week period of time.
Report Fields
•
Start Date
—Start date for the report
•
Total Calls Answered
—Number of inbound workgroup calls answered in the
specified time period
•
Call Answering Time
—Answering time = talk time + hold time. Data is broken out
into intervals of seconds, as specified in the report (for example, calls requiring less
than 120 seconds, calls requiring from 121-240 seconds, and so on). The time
intervals are column headings. Each interval has two columns:
•
Calls—Number of calls requiring the length of time specified in the column
heading
•
%—The percentage that number is of the total calls answered in the specified
time period ([time interval] Calls/Total Calls Answered)
Data Source
All data from the table CDRMAIN
