NextOS Call Center: Incoming Calls Report

This report can be run from the Supervisor Dashboard. Click here to return to the Supervisor Dashboard article. 
 

From the main dashboard, select Reporting at the top right. 

Report Input

Scope: Select all call centers or one specific call center.

Type: Run reports over a selected period of time or receive real-time updates. You can also choose to schedule emailed reports at a recurring time.

Sampling: The report can be broken down into different increments of time. For 15 or 30 minutes, the time frame of a historical report has to fall into 15 or 30-minute increments cleanly.

Output Format: Export the report into an Excel or PDF document if real-time data is not needed.

NOTE: Real-time reports can only be viewed as HTML as they are updated automatically.

Report Output

Call Center Name - Name of the call center.
Calls Received- Total number of call the call center received from outside sources.
Received via Overflow - Number of calls delivered to the call center from other call centers due to overflow settings.
Calls Queued - Total number of calls queued up by the call center.
Calls Overflowed - Size - Calls that overflowed from the call center.
Forced Forwarding Applied - Calls that followed the forced forwarding policy of the call center.
Night Service Applied - Calls that followed the call center's night service policy.
Holiday Service Applied - Calls that followed the call center's holiday service policy.