This report follows the workflow of each inbound call received from the time it is answered by System until the time it is ended. The results shown are an aggregated total of the final status of each of these calls over the selected time period for an individual queue.
Patrick will fill this part in with information regarding how frequently this report should be used, the use-case scenarios, and other information for the client.
|Start Date||Date||Yes||The start date of the final action in the call workflow.|
|End Date||Date||Yes||The end date of the final action in the call workflow.|
|Column Name||Data Type||Description||Example|
|Queues||String||The name of the Queue that received the last call action.||Existing Leases|
|Answered||Number||The system menu acknowledged a call came through but got no further in the workflow.||5|
|System Hangup||Number||The system hangs up on the caller while in the system menu because of inactivity. (The menu is automatically looped through twice and then hangs-up if no response was made by caller).||5|
|Transfer||Number||The call was transferred to a new queue, new agent, or outside of the Track system and is no longer handled by an agent in Track.||5|
|Voicemail||Number||The call is sent to voicemail as an indicated desired response. (Track can be setup to send all calls to voicemail after hours).||5|
|Queue - Hangup||Number||The caller hung-up the call while they were waiting in queue.||5|
|Queue - Failover||Number||The call was transferred to a new queue due to a failover. There are 3 types of queue failovers: Full Failover, Max Wait Failover, and Overflow Failover.||5|
|Queue - Exit||Number||The caller pressed * (star) while in the queue to exit and proceeded to voicemail.||5|
|Agent - Answered||Number||The desired response where the agent was able to speak with the client.||5|
|Totals||Number||The total amount of inbound calls received on this queue.||40|
Frequently Asked Questions
This is a live document and will be populated once we receive questions pertaining to this report.
Bug tickets, updates, and other related articles will be posted here.