Viewing reports on calls made

Users with administration permissions can view reports on calls in the Home / Reports section.

In this section you can visualize graphics and consult the data of made or received calls:

• Abandonment percentage: percentage of callers that hang up before being attended.
• Answered: number of answered calls.
• Average answered calls: percentage of answered calls.
• Average duration: average duration of calls (in minutes).
• Average time with agent: average duration of an answered call.
• Blocked: number of blocked calls (which have given “busy”).
• Cost: cost in euros of the calls made.
• Unanswered: number of unanswered calls.
• Service level: percentage of calls answered before the service level specified in the filters.
• Queue time: time in minutes that a caller is waiting to be attended during the interval.
• Totals: number of received calls.

You can select one of the indicators to visualize it in graphic form and buy it between both data sets.

For more information about the use of the filters see the help section.