Unity - Call Center Incoming Calls Report

Access Reporting

From the Unity application, click the Reports button at the top to make the Report Viewer window appear.

Run the Report

In the Report Viewer window, select Call Center Incoming Calls Report from the drop-down menu.

Confirm each of the fields has the correct information

• Start Period: Start time for the report.
  
  
• End Period: End time for the report.
  
  
• Real-time report: Check this box to remove the end time option and have the report run through the present.
  
  
• Sampling: The interval frequency the report gets broken down into.
  
  
• Filter Type: Select between Call Centers and DNIS. 
  
  
• Filters: Choose specific call centers or DNIS to run the report for, or select All Call Centers or All Numbers at the top of the list. 
  
  
• Output Type: Choose either a PDF or Excel format
  
  

Report Output

The report is broken into two portions.

Pie Chart: Provides a summary of inbound calls.

Table: Gives an interval breakdown of the different calls received. 

Column Descriptions:

• Call Center Name / DNIS Name: Name of the Call Center or DNIS.
• Calls Received: Total calls received by the call center/DNIS.
• Received via Overflow: Calls that came in through another call center's overflow policy.
• Calls Queued: Calls received that were placed into the queue.
• Calls Overflowed – Size: Calls that overflowed due to too many callers waiting in the queue.
• Forced Forwarding Applied: Number of calls routed outside the call center or DNIS due to forced forwarding settings.
• Night Service Applied: Number of calls routed outside the call center or DNIS due to night service settings.
• Holiday Service Applied: Number of calls routed outside the call center or DNIS due to holiday service settings.