This report provides insight into the Contact Center’s performance, which displays the following:
Answered / Abandoned level
ASA / ATT inbound calls
Detailed data table
Queue or Queue Group based on selection
Report Description
(Inbound and Outbound Unless Otherwise Stated)
Chart: Answered, Missed, Dropouts, Abandoned, SLA ASA Answered, SLA ASA Inclusive, SLA ASA Balanced, ASA / ATT.
Table: Selection period, Total, Answered, Answered after 60s, Abandoned, Dropouts, Lost, In SLA Wait 5 mins, In SLA Duration 15 mins, In SLA Wait 20 secs, In SLA Wait 1 min.
Report Filters
Date Range.
Active Queues.
Queue.
Queue Group.
State
City.
Group by Day, Hour, Half Hour, Quarter Hour, Week Day, Week Days (Total).
Report Features
View graphical chart.
Schedule report delivery.
Download the report as a spreadsheet or PDF.
Add/view notes.
Available in Offering
Sangoma CX Advanced and Sangoma CX Premium