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82 AltiReport Manual
2309 - Workgroup Cumulative Inbound Calls Analysis
Description:
Reports inbound calls handling statistics for the specified workgroup.
Reports results in table format and two graphs:
• Average Talk and Handling Time Trend Analysis
• Abandon Type Analysis (in queue or in ring
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 38. This first quarter report on the Customer Service workgroup displays data by day
of week, as specified in the report query.
Report Fields
• [Report interval] —The report interval specified in the query: Day of Week or Hour
of Day
• Total # of Calls —Shows the total number of inbound calls for the specified
workgroup in the specified time period
• Answered Calls :
• # of Calls—Number of inbound calls that were answered
• %—Percentage those calls are of the total answered calls ([Answered Calls] # of
Calls/Total # of Calls)
• Talk Time—Total talk time on those answered calls
• Avg Talk—Average talk time per call ([Answered Calls] Talk Time/[Answered
Calls] # of Calls)
• Handle Time—Total handling time (talk time + hold time + wrap-up time) on
those answered calls
• Avg Handle—Average handling time per call ([Answered Calls] Handle Time/
[Answered Calls] # of Calls)