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Introduction
The call volumes report provides a clear, graphical and tabular representation of your answered, abandoned and lost calls, broken down into hourly blocks.
The report contains three tabs allowing you to view with a graphical representation of data, more detailed call information or just summary information.
There are also three distinct area on the report. The first section shows the entity. The second section shows a summary table with total calls are shown in the first column and internal and external calls itemised separately in the next two columns. The third section shows call details broken down into hourly blocks.
The format will be determined by whether you've selected the Graph, Details or Summary tab.
Results can be shown as either a value or a percentage using the 'Show values/percentages' toggle link on the top right-hand side of the page.
Drill-able links allow you to drill-down into any entity for more information.
Understanding the Results
The call volumes report displays a summary of calls for each entity with total, external and internal calls shown in a table followed by a breakdown by timeslot. Inbound calls are represented in green, outbound in blue and lost in red. This colour scheme applies to both the table and timeslot section.
The default report sorts the results in alphabetical order based on entity. All headers are clickable allowing you rearrange the report layout in seconds to sort the calls in ascending or descending order based on the header clicked.
The first section shows the entity you are reporting one. The second blue section with the title 'Total' shows a table. This table has three columns; Total, External and Internal. The third section allocates calls by timeslot.
The report has three tabs:- Graph, Details and Summary.
The default web report displays the 'Graph'. This shows a visual representation of all inbound, outbound and lost calls by time of day. The table alongside simply represents the same data in tabular form.
**** Show a slice with table and graph for one entity here. ****
You can toggle between displaying call volumes or percentages in the results by clicking on your preferred option as shown here:
**** SHOW IMAGE OF TOGGLE BUTTON ****
.......................................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.
By floating your mouse over any volume figure shown you will see the % it represents. Alternatively if you float over any % figure shown, you will see the volume represented.
.......................................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:
