78
AltiReport Manual
2307 - Workgroup Cumulative Inbound/Outbound Calls
Description:
Reports total inbound and outbound call statistics for the specified
workgroup. Reports in table and graph formats.
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 if you want the data reported by hour of day or by day of week.
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 34. Data was specified to be broken out in this report by hour of day.
Report Fields
•
[Report interval]
—The report interval specified in the query: Day of Week or Hour
of Day
•
Inbound Calls
—Shows the total number of inbound calls for the specified
workgroup in the specified time period, then breaks out the data into three
categories:
•
Answered
•
Calls—Number of inbound calls that were answered
•
%—Percentage that number is of the total number of inbound calls
([Answered] Calls/[Inbound Calls] Total Calls)
•
Talk—Total talk time on calls answered in the specified time period
•
Avg—Average talk time per answered call ([Answered] Talk/[Answered] Calls)
•
Abandoned
•
Calls—Number of inbound calls that were abandoned by the caller
