Unity - Call Center Summary 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.
  
  
• 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.
  
  
• Output Type: Choose either a PDF or Excel format
  
  

Report Output

The report generates a chart and a table to display the data

The chart displays averages across each interval for all selected call centers.

The table shows the same information in tabular format, broken down by call center.

Column Definitions:

• Call Center Name / DNIS Name: Name of the call center or DNIS.
• Average Wait Time: Average time callers waited before answering.
• Average Speed of Answer: Average time it took for a call to be answered in each interval.
• Average Abandonment Time: Average time before a call was abandoned.
• Average Staff: Average number of agents signed into the queue during the interval.