Unity - Call Center Overflow Matrix 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 order to run this report, you need to be a supervisor in two different call centers, with one overflowing into the other.

In the Report Viewer window, select Call Center Overflow Matrix 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.
  
  
• Sampling: The interval frequency the report gets broken down into.
  
  
• Filters: Choose specific call centers to run the report for, or select All Call Centers at the top of the list. 
  
  
• Output Type: Choose either a PDF or Excel format
  
  

Report Output

The report generates a table to display the data.

To read this table, the call centers listed across the top have overflowed into the call centers listed on the left.  In this example, no calls have overflowed.