...
| Header | Description |
|---|
Hour / Day / Month / Year
| The time period. |
 | The total number of calls in each period. |
| Answered | - Ans: The total number of answered calls in each period.
- Avg durn: The average length of time of all answered calls in each period.
- Avg resp: The average response time of all answered calls in each period.
- Max resp: The maximum time it took to answer a call in each period.
- x-xx s: The percentage of calls that were answered within each predefined target, e.g. if 50% is displayed under the 0-5s heading, means that half of all calls were answered within 5 seconds.
|
| % | The number of answered versus missed calls within each period, expressed as a percentage. |
| Missed | - : The total number of missed calls in each period.
- Avg durn: The average length of time that missed calls rang before they were abandoned.
|
Each period is shown as a hyperlink which, if clicked on, re-runs the report using a more granular period.
...