The purpose of this dashboard is to show how long on average it takes for an agent to answer an incoming call. The intent of this dashboard is to show how long it is taking for agents to answer calls over a specific date range and a granularity of the end users choosing.
This dashboard covers the following reports from the main application:
* Average Speed to Answer (Calls)
* Average Speed to Answer - Histogram
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. Would be a good spot to do a video as well.
|Call Date||Date||No||The start date range of when the call was offered.|
|Queue Name||Multi Select||No||The name of the queue that the call was routed to.|
|Queue Group||Multi Select||No||The name of the group that contains the queue the call was routed to.|
|Brand Name||Multi Select||No||The name of the brand that the call was associated with.|
Offered and Abandoned Calls Table
|Column Name||Data Type||Description||Example|
|Call Time||Hour||The time of day that the call took place.||6:00 AM|
|Calls Offered||Number||The total number of calls that have been offered to a queue.||10|
|Net Offered||Number||The total number of calls that were answered + the number of net abandons that occurred.||6|
|Calls Answered||Number||The amount of offered calls that were answered by an Agent.||4|
|Net Abandoned||Number||The amount of Abandoned Calls that were hung-up after a duration greater than 15 seconds.||8|
|Net Abandoned Percentage||Percent||The percent of abandoned calls of those that were offered.||80%|
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.