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Call Center Summery

There are two parts to the Call Center Summery.

Queue Summery

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 where answered.

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

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

30 TTA#: Calles that where answered in under 30 seconds.

30 TTA%: Presentage of calls that where answered in under 30 seconds.

Call Time: The ammont of time the callers where 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 Summery

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 get sent back around. (They didn’t go the the exit action).

Call Time: The ammont 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 answerd.

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