NextOS Call Center: Cell Center Presented Calls Report

This is a report that 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 just one specific call center.

Service Level: This is the time limit (in seconds) during which an ACD call should be answered.

Service Level Options: Exclude specific types of calls, such as those abandoned within 5 seconds.

Type: Run reports over a selected period of time or have real time updates.

Sampling: Choose if the report is based on hourly stats, 30 minute stats, or all day stats.

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

There are two portions of output for this report. View how many calls were answered and abandoned.




Calls Queued: Number of calls that entered queue.

Calls Escaped: Number of people who pressed "0" to escape queue.

Calls Abandoned: Number of people who hung up before getting help.

Calls Presented: Number of calls that actually rang an agent's phone (If this doesn't equal calls answered, one or more agents did not answer the phone quickly enough).

 

The second report is "High Water" marks.





Longest Wait Time: The amount of time the longest customer waited before their call was offered to an agent.

Longest Answer Time: The amount of time the longest customer waited before their call was answered by an agent.

Longest Wait Abandoned: The amount of time the longest customer waited before hanging up.