At the end of this article, you will be able to run reports highlighting your call queue statistics. Should you need any assistance, feel free to contact our support department.
Running call queue reports
To access queue statistical reporting, log into the customer portal, select the reports tab and click on "queue statistics" located on the left-hand side. You will be presented with the total number of calls, the number of calls answered, calls abandoned and calls that have reached the time out clause for all call queues that you have configured.
If you wish to filter based on a specific date and time range, click the drop-down window located in the top left and select your requirements.
Additionally, you have the option to filter based on a specific call queue or DID. Select your call queue or DID from the drop-down windows and apply the filter.
User call statistical reporting
After extracting the statistics from your call queues you may also want to see how productive your users are who are assigned to your call queues. From within the "Reports" tab, select "User reports" on the left-hand menu to review information of each agent during a specified time-frame. The tool can track individual user performance by monitoring their parameters. For example, the image below shows the number of outbound and inbound calls, the call duration and the average time of each agent on call. The number of incoming calls answered has been categorised from highest to lowest for viewing purposes. In the image below, user 3324 has answered 203 calls in the last 7 days. In addition, if you scroll down the page, you will notice bar graphs comparing each user based on their outgoing and incoming calls and total call duration.
Exporting filtered reports
To save your filtered reports to a PDF or CSV you will need to select your filters, apply the configuration and press the save report drop-down button. Select your required report type and wait until the report has completely downloaded, please note that depending on the size of your report this process can take up to 5 minutes. It is also essential to make sure you have applied your filter before the report is exported.
Configuring automatic daily reporting
From within your customer portal, you have the option to email a daily report for inbound call statistics, to a single or multiple administrators. Click on the daily reporting button and from here add the administrator(s) you would like to receive the daily report, tick the inbound calls option and save. Should you wish to add administrators or update the email address please follow the link.
Watch this in action
The video below will show you a visual representation of the areas covered throughout this knowledge base guide.
[[title=Call Queue Statistical Reporting]]
[[description= You will be able to analyse the queue metrics and its statistics and understand the common uses of the administration tab and its configuration.]]