Toshiba Strata CTX Insight CTX, Supervizor'S Manual

Page: 55 / 108

Reports
Reports
Insight CTX Supervisor Guide 04/03
43
Distribution Reports
Wait Time (DID Super Group, DID Groups, Lines Super Group)
A wait time distribution report provides the number of calls and percentage of calls
whose wait time fell within a series of user configurable time bands.
The report can analyze the waiting time distribution for:
•
Answered Calls
•
Abandoned Calls
•
Or Both
The report is presented in a wait time band per row format. Pagination of the report
occurs if either there are too many time bands to fit in the height of a page or there are
too many groups/DID numbers to fit in the width of a page. The reports are available
as ACD only, non-ACD only or both on the same report.
Wrap-up Time (Agent Groups, Agent Super Groups)
A wrap-up time distribution report provides the number of calls and percentage of
calls whose wrap-up time fell within a series of user configurable time bands.
•
Incoming Calls
•
Outgoing Calls.
•
Intercom Calls (Agents, Extensions, Agent Groups, and Extension Groups only)
•
Any combination of above.
The report is presented in a wrapup time band per row format. Pagination of the report
occurs if either there are too many time bands to fit in the height of a page or there are
too many groups/agents to fit in the width of a page.The reports are available as ACD
only, non-ACD only or both on the same report.
Call Time (All Types)
A call time distribution report provides the number of calls and percentage of calls
whose call time fell within a series of user configurable time bands. The report can
analyze the call time distribution for:
•
Incoming Calls