Fonality - ACD - Types of Reports
- Kelli Higdon
Abandoned
Abandoned reports show statistics on abandoned calls, and the details on the individual calls.
In: For Abandoned reports, this is the caller's position in line when they entered the queue.
Out: For Abandoned reports, this is the caller's position in line when they hung up, leaving the queue.
Abandoned: For ACD Reports, calls will only be reported as abandoned when the caller hung up while waiting in the queue. If the caller waits for the queue duration, it will not be reported as an abandoned call.
Agent
Agent reports allow you to easily break down queue performance by agent.
Completed
Completed reports tracks statistics on completed calls, and included details on each completed call.
Distribution
Call Distribution reports allow you to see when calls came in and their rate of completion and abandonment, broken down by month, week, day, hour or overall performance.
For Distribution Snapshot reports, clicking on the magnifying glasses next to the Completed or Abandoned figures will take you to the appropriate report.