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

#2 →

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