Jump to: navigation, search

Reports View

The Reports view for voice interactions displays two pages: My Call Activity and My Handle Time. To navigate between the pages, use the arrows on the left and right side of the adapter.

  • On the My Call Activity page, you can view a diagram that represents the averages of calls per hour and call time. Call Activity metrics include Total calls, Inbound calls, Outbound calls, Internal calls, and Consult calls.
  • On the queue statistics page, which has a title to match the name of your queue, you can can view statistics such as the number of calls waiting, the maximum wait time, and the average weight time.
  • On the My Handle Time page, you see metrics in minutes) for Total time, Talk time, Wrap Up time, Ready time, and Hold time.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on 21 April 2016, at 06:49.