On this report, we can get the offered calls (calls that entered the Queue), Answered Calls, and Abandoned Calls totaled by the day of the week.
This information is very important, since it helps us observe which day of the week there is more or less traffic, and so assign more or less agents.
Below the graph we can also see a table with information summarized by the day of the week with the following information:
- Day, day of the week to show information from.
- Offered Calls, total number of calls that entered Queue.
- Answered Calls, total number of calls answered by the agents.
- Abandoned Calls, total number of calls not tended to, and left the Queue.
- Answered Calls %, percentage of calls answered with repect to the calls that entered Queue.
- Avg Call Time, average call time of answered calls.
- Min Call Time, minimum duration of the answered calls.
- Max Call Time, maximum duration of the answered calls.
- Avg Call Wait Time, average Call Wait Time for all the calls.
- Min Call Wait Time, minimum Call Wait Time for all the calls.
- Max Call Wait Time, maximum Call Wait Time for all the calls.
- Abandoned Calls %, percentage of the abandoned calls.
- Avg Abandoned Call Wait Time, average Call Wait Time duration of abandoned calls.
- Min Abandoned Call Wait Time, minimum Call Wait Time when a call is abandoned.
- Max Abandoned Call Wait Time, maximum Call Wait Time when a call is abandoned.
