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These are the Frequently Asked Questions related to Reports of Central. Please use the search function to find your query! |
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General
What is the meaning of this column in that advanced report?
A: Please check the meaning of each column in the following location:
Call Detailed Report
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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: |
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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” Missed” will come as 1, 1, 0. In total 2 calls. In QSR, you’ll have 0 calls abandoned.