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AltiReport Manual
2312 - Total & % WG Inbound Calls in Queue
Description:
Reports totals and percentages for workgroup inbound calls in queue.
Reports results in table format and two graphs.
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 44. Data is reported here for the month of March, grouped by hour of day for the
specified time period.
Report Fields
•
[Report interval]
—The report interval specified in the query: Day of Week or Hour
of Day
•
Total Inbound Calls
—Total inbound calls for the specified workgroup in the
specified time period.
•
Calls in Queue
—
•
# of Calls—Number of calls that spent time in queue
•
% of Calls—Percentage that number is of the total number of inbound calls ([Calls
in Queue] # of Calls/Total Inbound Calls)
•
Calls without Queue
—
•
# of Calls—Number of calls that did not have to wait in queue
•
% of Calls—Percentage that number is of the total number of inbound calls ([Calls
without Queue] # of Calls/Total Inbound Calls)
The data is also displayed in two graphs:
