Call Center 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.