Chapter 3: The Reports
AltiReport Manual 93
2315 - Total Outbound Calls Handling Time
Description:
Reports the total/average talk time and total/average handling time for
outbound calls for the specified workgroup.
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 49. This report shows outbound call handling data for the Sales workgroup for a
specified period of time in May, from 9 a.m. to 5 p.m.
Report Fields
•
[Report interval]
—The report interval specified in the query: Day of Week or Hour
of Day
•
Total Connected Outgoing Calls
—Total outbound calls connected in the specified
time interval.
•
Total Talk Time
—Total talk time on those calls
•
Average Talk Time
—Average talk time per call (Total Talk Time/Total Connected
Outgoing Calls)
•
Total Handling Time
—Total handling time (talk time + hold time + wrap-up time)
for all outgoing calls connected in the specified time interval
•
Avg Handling Time
—Average handling time per call (Total Handling Time/Total
Connected Outgoing Calls)
The data is also displayed in a line graph:
