The Call Handling Breakdown Report offers an in-depth analysis on your contact centre’s inbound activities, offering specific and detailed information regarding answered and abandoned calls. This can help you make sound business decisions, such as setting SLAs and KPIs for your contact centre.
To access the report, hover over Analytics from the Navigation menu and click on Calls the select Call Handling Breakdown.
Select a Date Range: The date and time picker on the right will allow you to select a date and time range for your report. You can manually select the date range or select from the pre-defined date ranges listed.
Add a Filter: Select the data you want to view, and exclude the data you do not wish to see.
Visualise Data on a Graph: View your report in either pie or line graph format.
Filters on Call Handling Breakdown report will provide data for the below variables:
- Campaign – The name of a campaign
- Agent - Name of the agent that placed or received the call
- Queue – The queue the call was placed on
- Total Inbound Calls: Total number of inbound calls
- Abandoned: Total number of abandoned calls
- Answered: Total number of answered calls
Display data in a table: Deep dive into your reports and view your data in columns.
Export: Retrieve selected call reports in PDF, XLS and CSV format. All reports are printable by clicking Print report button.