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. …

Can you reconcile Queue Summary Report?

Not Really. 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”. While in other call detailed report or summary report, it may count individual counts of each agent attempts. See 3.1.1 for an example.

What is the difference between “Reports” UI and the Download CSV? Why is the count different?

The records shown on the Interface is only for the last attempt of the call, while in the CSV, you’ll get details of all attempts.

So, if there has been one call with 3 reattempts, on UI you will only see one row with status of the last attempt, while in the CSV, you’ll see 3 rows with details of each attempt.

Reconciling counts between different reports:

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

#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 Missed” will come as 1, 1, 0. In total 2 calls. In QSR, you’ll have 0 calls abandoned.

#2 → How to reconcile Calls Abandoned in Queue Summary Report from Call Detailed Report?

Calls Missed cannot be reconciled at the moment. The most nearby number you can get from:

In Call Detailed Report, put following filters:

1. Queue Name should not be -

2. Status should not be -

3. Hang Up by is only System

4. Agent Connected is -

Sample Report: https://docs.google.com/spreadsheets/d/1oH7ZW8jSRHeAkjX6UIgqxeTPPyIt7K1pqt5hUuVm078/edit#gid=166938330

#3 → How to reconcile Calls Abandoned in Queue Summary Report from Call Detailed Report?

Calls Missed cannot be reconciled at the moment. The most nearby number you can get from:

In Call Detailed Report, put following filters:

Calls where Agents were allocated, but not connected, per unique UUID, are Queue Calls Missed.

1. Put a new column “Agent Conn. Count” with formula “=IF(Agent Connected ="Yes", 1, 0))” as This will give 1 where Agent Connected is Yes.

2. Create a Pivot Table with:

   1. Queue Name in Row

   2. Summarise by COUNTUNIQUE of Phonon UUID in Values

   3. Where Queue Name is not -

   4. And Status is Agent Allocated

   5. And Type is Agent

   6. And Agent Connected Count is 0

   7. And Hangup By System

Sample Report: https://docs.google.com/spreadsheets/d/1oH7ZW8jSRHeAkjX6UIgqxeTPPyIt7K1pqt5hUuVm078/edit#gid=467831531