Unity - Call Center 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 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: Interval frequency for breaking down data.
  
  
• 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.
  
  
• Service Level: Target answer time (in seconds).
  
  
• Include overflow transfer time in service level: Include time from other queues before overflow.
  
  
• Include other transfers in service level: Include time before transfer into this queue.
  
  
• Service Level Option: Select what abandoned calls count against the service level
  
  
  • Include all abandoned calls: Include every abandoned call, regardless of how long the call was in the queue.
    
    
  • Exclude all abandoned calls: Do not count abandoned calls.
    
    
  • Include abandoned calls except before entrance completes: Only include abandoned calls that occurred after the entrance message played.
    
    
  • Include abandoned calls except those within interval: Only include abandoned calls that waited beyond a user-defined interval.
    
    
• Abandoned Call Interval: Only visible if Include abandoned calls except those within interval is selected. Time in seconds that a call should wait before being used in service level calculations.
  
  
• Output Type: Choose either a PDF or Excel format
  
  

Report Output

The report generates two charts and two tables to display the data

The charts show a summary of all calls that came into the queue during the report interval; one in pie chart format, the other in bar graph format. 

The first table shows a breakdown by interval of the calls that came through the call queue

Column Definitions:

• Call Center Name/DNIS Name: Name of the call center or DNIS.
• Calls Queued: Total number of calls that entered the queue during the interval.
• Calls Escaped: Total number of calls that exited the queue during the interval by pressing 0 and routing to voicemail or another admin-defined action.
• Calls Abandoned: Total number of calls that abandoned during the interval.
• Calls Presented: Total number of calls presented to agents during the interval.
• Calls Answered: Total number of calls answered during the interval.
• Calls Answered in XX secs: Total number of calls answered within the user-defined service level.
• % Calls Answered in Service Level: Percentage of total calls answered within the service level; includes abandoned calls.
• % Answered Calls Answered in Service Level: Percentage of answered calls that were answered within the service level; excludes abandoned calls.
• Calls Overflowed - Time: Number of calls that overflowed due to reaching the overflow timer limit.
• Calls Bounced: Number of calls presented to an agent but not answered.
• Calls Bounced - Transferred: Number of calls presented to an agent but not answered and transferred out.
• Calls Transferred: Number of calls transferred out of the queue.
• Calls Stranded: Number of calls that followed the stranded policy due to insufficient agents signed into the queue.
• Calls Stranded - Unavailable: Number of calls that followed the stranded-unavailable policy due to insufficient available agents signed into the queue.

The second table shows the high water marks for each interval.

Column Definitions:

• Call Center Name/DNIS Name: Name of the call center or DNIS.
• Longest Wait Time: Longest time recorded for a call in the queue.
• Longest Answer Time: Longest time a call waited before being answered.
• Longest Wait Abandoned: Longest time a call waited before abandoning.