Call Reports per user¶

In this section you can view reports of calls depending on how the queue agents answered to calls, using different criteria.

1. Monitoring criteria¶

1.1. Answered calls¶

Reports on answered calls depending on:

• Date
• Day of the week
• Hour
• Queue name
• DNID
• Agent

In this section you can retrieve information on the level of work load per agent.

1.2. Unanswered calls¶

Reports on unanswered calls or missed calls depending on:

• Date
• Day of the week
• Hour
• Queue name
• Queue name and call status
• Call status
• DNID

In this section you can retrieve information about missed calls from various reasons (reports on call status).

1.3. Queue missed agents¶

Reports on the sum of queue missed calls depending on:

• Agent
• Call status
• Date
• Day of the week
• Hour

In this section you can retrieve information about agents that don't take queue calls and the number of missed calls per agent.
Agents that didn't answer calls are displayed, regardless of call route strategy.
(E.g.: ringall; pay attention to data analysis about the sum of unanswered calls per agent, when the call is simultaneously distributed to all agents!)

Reports give information also about queue missed calls depending on call status.

Example - types of statuses of queue calls:

• COMPLETEAGENT - Call between caller and agent was ended by agent. Parameters: wait time, call time, queue entry position are recorded.
• COMPLETECALLER -Call between caller and agent was ended by caller. Parameters: wait time, call time, queue entry position are recorded.
• EXITWITHTIMEOUT - Caller was in the queue too long and the timeout expired. Parameters: queue position.
• CONNECT - Caller was connected to an agent. Parameters: Wait time.
• ABANDON - The caller abandoned the queue by hanging up. Parameters: position, entry position, wait time.
• EXITEMPTY - Caller was exited from the queue because no members were available. Parameters: queue position, entry position, wait time.
• TRANSFER - Caller was transferred to another extension. Parameters: extension, context.

2. Filtering based on time range¶

By default, the page displays all types of available reports for date and current hour (link Today).

In order to modify the time range for which you view reports, please see below:

• you can select the time range that you need
• access the quick links with predefined time ranges:
  Today | Yesterday | This week | Last 7 days | Last 30 days | Last 90 days | This month | Last month | This year | Last year | Default

3. How to view reports¶

Reports can be viewed by poti fi vizualizate:

• the display tables and charts, from graphic administration interface,
• the download pf a single type of report formatted as .xls by clicking on the link/icon Export XLS next to it
• the download of all displayed reports according to the selected time range, formatted as .xls by clicking on the link/icon Export XLS (all reports), from below page area