Page tree

Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Section
Column

Plots call volume as a stacked bar chart, line plot, or tabular format. Date groupings can be adjusted to be highly granular or coarse depending on need providing detailed or summary reporting.

Handling Disposition for filtering indicates what ultimately became of a call. Agent Hungup (Outbound) indicates an outbound placed call that has ended normally, Normal clearing indicates an inbound call from Queue that was answered and hung up normally by the handling agent, and Caller Abandoned indicates calls in which callers were placed in Queue waiting for an available Agent but hung up before any Agent became available.

The stacked bar chart and line plot counterparts will always render Call Volume per Queue on separate plots. These visualization styles are intended to be used for side-by-side comparative analysis of Call Volumes. Hovering a cursor over any point on these visualizations will bring up associated metrics corresponding to that particular point (e.g.: the day, week, etc. - however the date groupings are set per zoom level). Use the tabular format best representation of overall totals. 

Overall total for the entire date interval specified will be rendered. Bear in mind this will cause the y-axis to adjust accordingly.

Column

Call Transfers

Section
Column

Reports in tabular format the originating Queue a call arrived from or was placed out of that resulted in a Call Transfer by the Agent. The transfer destination - either as an existing Flow Directory entry or as an unknown number - is listed along with the number of times call transfers have been placed to the destination.

This report is intended to help Supervisors and Managers in contact centers identify additional phone numbers to add to their Flow Directory in order to help save Agents time dialing the transfer destination number and potential human error. If an Agent transfers their caller, there is a probability of human error resulting in the caller being sent to the completely wrong place.

Calls that are transferred to destinations that are not Flow Queues are captured here. Call transfers between Flow Queues are not tracked.

Column

Image Added


Raw Calls (to Flow)