Access a choice of performance reports to check how well your staff are perfoming individually and as a team. Examples of reports types include agent performance reports and quality of service reports.
A call distribution graph displays outgoing and incoming calls from gateways, bridges and trunks. Unless the option for “include Queue calls” is unchecked, it will include Queue calls by default. This report also indicates calls made to ring groups and may include internal calls if the option “include internal calls” is checked.
A user activity graph highlights progression and activity of an extension. This enables a manager to see when their busiest periods of the day, month or year are. Queue calls are included by default. The graph can also show internal calls, if the option “include internal calls” is enabled.
The abandoned calls report shows a range of statistics that can be used to help queue managers identify reasons for abandoned calls. The report draws attention to the caller ID, their waiting time, the agent who received the call, the number of polling attempts and the agent’s state at the time of a call.
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