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AltiReport Manual
2306 - Workgroup Inbound Call Priority
Description:
Reports inbound call statistics, sorted by call priority, 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. Click
Run Report
to run the report.
7. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 32. This report shows the priority level of inbound calls to the Customer Service
workgroup for the month of April. It is broken out by week.
Report Fields
•
Start Date
—Start date for the report
•
Total Calls Answered
—Number of inbound workgroup calls connected in the
specified time period
•
Priority Level
—Priority levels are assigned in MaxAdmin. MAXCS has 9 priority
levels, with 1 being the highest priority. The default priority level is 5. (Search the
MaxAdmin Help for “call priority” for information.) Report data is broken out into
priority levels 1-6, plus “Others”. Each priority level has two columns:
•
Calls—Number of calls carrying that priority
•
%—The percentage that number is of the total calls answered in the specified
time period ([priority level] Calls/Total Calls Answered)
