The New Inbound Assignment Report collects information that had previously appeared on separate reports to let you get a fuller picture at a glance. It shows you information about calls per queue including inbound, outbound and callbacks.
The top table shows the parameters of the report when it was generated. You can specify a date and time range, and focus on particular projects, queues or offices if desired. For more information about running reports, see this article.
Summary
|
Queue |
Each row of the report displays information for a different queue. |
|
Offered after hours |
Shows the number of calls that arrived outside of opening hours. |
|
Offered |
Shows the number of calls that arrived for that queue inside opening hours. |
|
Answered |
The number of offered calls which were answered. |
|
Lost contacts |
The number of offered calls where the customer hung up. |
|
Answer % |
A ratio of calls answered to calls offered. |
|
Avg time in queue |
The average time customers spent in the queue. |
|
Max time in queue |
The maximum time a customer spent in the queue. |
|
Min time in queue |
The shortest time a customer spent in the queue. |
|
AHT |
The average time agents spent handling calls. |
|
Total ACW |
The total of time agents spent after calls before taking their next call. |
|
Max HT |
Maximum time spent handling a customer call. |
|
Min HT |
Least time spent handling a customer call. |
|
Transferred % |
Ratio showing how many calls in the queue were transferred into it |
|
Outgoing calls |
The number of calls made from the project attached to the queue. |
|
Queue generated callbacks |
Total number of callbacks generated from this queue. |
Further clarification
Opening hours
To find the queue’s opening hours, the report looks first at the Timing applet of your flows, if any. If the flow after the Timing applet goes to this queue, it takes the opening hours from it. If you have no flows, or have flows but don’t include Timing, the report looks at the timing defined in the queue itself.
In both cases, it only looks at the current opening hours. If your opening hours have changed during the period being reported on, some calls may be reported on incorrectly. For example, they may have been within opening hours at the time they happened but are now reported as outside.