Altigen MaxReports, Manual

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100 MaxReports Manual
3201 - DNIS Call Summary
Description:
Reports call summary information for the specified DNIS number.
Search Options
1. Select one or more DNIS numbers.
2. Choose how to summarize the data (by day, week, or month).
3. Specify a time range.
4. Narrow the report to specific days of the week and a span of time (optional).
5. Select a group-by option.
6. Choose whether to show empty records.
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 56. This report was run for the month of April on DNIS 583. The interval specified
was by week. Subtotals are given per week, with a grand total at the end.
Report Fields
• DNIS —The DNIS number that was dialed
• Start Date —The date the call started
•
Total Calls —The total number of calls that dialed this number, broken out into three
categories:
• Answered (all calls with talk duration > 0)*
•
# of Calls—Number of calls to this DNIS number that were answered by an
agent
• % of Calls—Percentage that number is of Total Calls ([Answered] # of Calls/
Total Calls)
•
Talk Time—The total talk time on all answered calls for the time period
reported
• Avg Talk—Average talk time per call (Talk Time/Total Calls)
• Hold Time—Total time that answered calls spent on hold
• Avg Hold—Average hold time per call (Hold Time/[Answered] # of Calls)
• Abandoned (all calls with talk duration = 0 and abandon target type > 0)*