Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 2 Next »

These are the Frequently Asked Questions related to Reports of Central. Please use the search function to find your query!

Reports FAQ

General

What is the meaning of this column in that advanced report?

A: Please check the meaning of each column in the following location:

  1. Call Detailed Report

  2. …

Reconciling counts between different reports:

Quick look table → I’m not able to reconcile:

From - Report name

From - Report Column

To - Report Name

To - Report Column

Answer:

Queue Summary Report

Calls Abandoned

Agent UI Metrics

Calls Abandoned

#1

#1 → Not able to reconcile the count of calls abandoned in Queue Summary Report, with the total of Calls Abandoned in Agent Metrics of each agents in that queue (who are only assigned to that queue)

  • Queue summary shows data from queue standpoint. So only the final status of the call matter. So if 1 call enters the queue, is assigned to 3 agents and only last one connected, 1 call will show in “Calls Offered” and 1 call in “Calls Connected”.

  • But in individual agent metrics, the “Calls Abandoned” will come as 1, 1, 0. In total 2 calls. In QSR, you’ll have 0 calls abandoned.

#2 →

  • No labels

This document has been developed by Phonon.io for the sole and exclusive use of the customer / prospective customer with whom this document is being shared. Further, this document has been provided by Phonon.io to the recipient in good faith and based on request from the recipient for the same. This document is a confidential document and contains confidential product technology, workflow and commercial details that are for the sole usage of the intended recipients of this document. Recipients are advised not to share this document with any third party that is not the intended recipient of this document and neither to bring this document in full or parts into the public domain. Any unauthorized access may be brought to Phonon.io’s notice immediately. Phonon.io is free to take any legal action it deems necessary against any person or entity that violates this confidentiality agreement. Phonon.io is bound and governed by the rules of the state of Gujarat in India. In case you are not in agreement with the terms set in this clause or are not an intended recipient of this document, please destroy the document and intimate us of the same at info@phonon.io.