Call analysis

Introduction

The Call analysis report breaks down your working day into half-hour segments and details important information about your calls. You get a clear graphical image showing incoming, outgoing and abandoned calls.

This is broken down into half hour timeslots, showing how long it takes you to answer or how long people are waiting before they give up and abandon the call. These figures are shown as maximum and averages so you can more effectively plan your staffing requirements throughout each working day. You can add numerous filters which are described here in detail, if you want to be even more specific in the information displayed.

You can also optimise to exclude weekends from this report, when perhaps not many calls are being made or received, and so as not to distort the averages. You can also concentrate on incoming or outgoing calls or look at all calls.

Understanding the Results

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. The headers of this report are as follows:

Header	Description
Time slot	To sort by time slot, simply click on the Time slot header to sort in alternative ascending order.
Missed	The missed calls column is always displayed as red. It allows you to re-order your call analysis detail based on whichever of the following criteria is most important: : This shows the total number of missed calls in the corresponding half-hour timeslot. e.g. Select this option if you want to re-order the Call analysis report to display the half hour slot with the most missed calls. Click again to display the half hour slot with the least missed calls. Max: This shows the maximum length of time a caller waited before hanging up (in seconds). Select this option if you want to sort your missed call in order of the maximum duration of missed calls in any half-our time slot. By clicking again the report will alternate between the time slot with the longest ring time and the time slot with the shortest ring time. Avg: How long the average caller waited before abandoning the call (in seconds). Select this option if you want to sort your missed calls in order of the average duration of missed calls in any half-our time slot. By clicking again the report will alternate between decending and ascending order for average ringtime of missed calls.
Answered	The answered calls columm is always displayed in green. It allows you to re-order the Call analysis report based on incoming call information. You can re-arrange based on any of the following selection criteria: : Select this option if you would like to re-order your Call analysis report to sort by half hour slot with the most answered calls. Click again to re-order to start with the half hour with the least answered calls. Answered calls can also be re-ordered by time taken to answer (ring time) and duration of call. Ring time Max: This column shows the maximum time a caller had to wait before being answered (in seconds). Select this option under the Ring time (secs) header if you want to re-order to show the half hour slot with the longest ring time. Click again to show the half hour slot with the shortest ring time for answered calls. By clicking again, the report will alternate between the time slot with the longest and shortest ring time. Ring time Avg: This shows this average time a caller had to wait before being answered (in seconds). Select this option under the Ring time (secs) header if you want to show the half hour slot in descending order of average ring time. Click again to in ascending order. By clicking again the report wil alternate between the time slot with the longest and shortest average ring time. Duration Max: The duration of the longest incoming, answered call (in hours, mins, secs.) Click on the header to toggle between longest and shortest call maximum duration for any half hour. Duration Avg: The average length of an incoming, answered call (in hours, mins, secs.) Click on the header to toggle between longest and shortest call average duration for any half hour.
Outbound	The outbound calls column is always displayed in blue. It shows the total number of calls for each half hour, the maximum, average and total duration for calls in that half hour and average and total cost of calls made in that half hour. It also allows you to re-order the Call analysis report based on this outbound call information. You can re-arrange based on any of the following selection criteria: : Shows the number of outbound calls made in the half-hour period. Click of the header to toggle between the busiest and quietest half-hours. Duration Max: The duration of the longest outbound call (in hours, mins, secs). Click of the header to toggle between the calls with the longest and shortest maximum outbound duration. Duration Avg: The average length of an outbound call (in hours, mins, secs). Click of the header to toggle between the calls with the longest and shortest average outbound duration. Duration Total: The total duration of time spent on outbound calls in this half hour period. Click of the header to toggle between the half hour with the longest and shortest total outbound duration. Cost Avg: The average cost of an outbound call for this half-hour period. Click of the header to toggle between the half hour with the most and least average call cost. Cost Total: The total cost of outbound calls for this half-hour period. Click of the header to toggle between the half hour with the most and least spent on calls.

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: