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Introduction
The Call volumes report allows the user to get a complete picture of their call volumes by site, group or user.
This drill-able report provides a clear, graphical and tabular representation of your outbound, answered and abandoned calls, broken down into hourly blocks.
Internal and external calls are itemised separately and every value can be shown as either a percentage or a number. To toggle, simply select your preferred option at the top right hand side of the screen (Show values/percentages).
Understanding the Results
The call volumes report displays a summary of all inbound, lost and outbound calls. It also breaks the total down further to divide calls into External and Internal.
When selecting Web as the output format, this report will appear as above. The Web format allows for complete flexibility when viewing any report. To view details of any filters or selection parameters used in creating this report, simply click on About this report at the top right of the page.
All headers are clickable allowing you re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked. e.g. Total number of calls, number of external calls, number of internal calls.
As with all reports, the header of the report includes the report title, any name you may have given to it, and the date and time it was run.
The web format also allows the user to drill-down further into any report for more detail. Simply click on any of the hyperlinks shown (in blue) and drill-down through your organisation for more details.
The report is divided into three sections:- Graph, Details and Summary
The Graph shows a visual representation of all inbound, outbound and lost calls breaking them down further to show External and Internal calls. A simple toggle button allows the user to flip between call volumes and percentages.
| Header | Description |
|---|---|
| Name | This column shows the site, team or person that the calls alongside correspond to. |
| Total | The total number of calls are broken down into 3 columns. You can click on each header to re-order from ascending to descending and vise versa.
|
| Timeslots | The calls are represented here graphically hour by hour with green, red and lines lines representing Inbound, Lost and Outbound calls |
: The total volume of inbound (green) , lost (red)
or outbound (blue) calls on the date shown. Just click on the header to re-order the column.
If you would like to go back and view any report for a larger section of the organisation, simply click on the appropriate link in the breadcrumb as shown below:
