Call Center Summary

There are two parts to the Call Center Summary.

Queue Summary

Queue: Name of Queue.

Total Calls: Amount of calls received in the time period selected above.

Answered Calls: The number of calls that were answered.

Answered %: The percentage amount of the calls that were answered.

Missed Calls: Calls that weren’t answered and got sent to the exit action.

Abandoned: The caller hung up before being able to speak to someone or reach the exit action.

30 TTA#: Calls that were answered in under 30 seconds.

30 TTA%: Percentage of calls that were answered in under 30 seconds.

Call Time: The amount of time the callers were on the phone with an agent

Wait Time: The amount of time a caller was waiting in the queue.

Average Wait Time: Wait Time divided by the amount of calls.

Agent Summary

Agents: Name of Agent

Answered Calls: The number of calls that were answered by the Agent

Missed Calls: Calls that weren’t answered by the agent and got sent back around. (They didn’t go to the exit action).

Call Time: The amount of time the Agent was on the phone.

Wait Time: The amount of time the Agent had calls ringing by them.

Average Wait Time: Wait Time divided by the amount of calls answered.