CX Answered x Abandoned x SLA Report

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 

Open

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