Reports on abandoned call levels can be found within the Queue Reports section. Queue reports allow you to see statistics for particular call queues including the level of calls abandoned and much more.
Abandoned or unconnected call reports show the total number of calls not connected to agent or did not reach another connected endpoint (such as an external Contact or voicemail).
Company administrators and supervisors must have the Reports: Modify privilege to manage reports. If you only have the Reports Can Be Created privilege, you can generate reports, but cannot save or delete them.
Create an Abandoned Call Report #
Procedure
Step 1:
Head to the reports tab on the left of your screen.
Step 2:
In the top right of your screen, select a pre-existing report from the drop-down or click New to create a report from scratch.
Note: Not all of the following fields are mandatory.
Step 3:
In the Report Type drop-down select Call Data Reports.
Step 4:
In the Report Sub Type drop-down select Queue Report.
Step 5:
In the Queue drop-down select the queues you want to include in your report.
Step 6:
In the Columns drop-down select Calls Not Connected and choose your preferred timings.
Step 7:
Select the date range for which statistics are reported. Do one of the following:
To select a day, do one of the following:
- Click on the date on the calendar
- Enter the date in the Start and End fields. Enter the date in DD/MM/YY or DD/MM/YYYY format
- Click on either the Today or Yesterday button
The date is highlighted on the calendar.
To select a week do one of the following:
- Click on the week number (at the start of each row) on the calendar
- Use the calendar to select the start date and end date of the week
- Enter the week’s range in the Start and End fields. Enter the dates in DD/MM/YY or DD/MM/YYYY format
- Click on either the This Week or Last Week button.
The week is highlighted on the calendar.
To select a month, do one of the following:
- Click on the title bar for that month on the calendar
- Enter the month’s range in the Start and End fields. Enter the dates in DD/MM/YY or DD/MM/YYYY format
- Use the calendar to select the start date and end date of the month
- Click on either the This Month or Last Month button.
The month is highlighted on the calendar.
To select a quarter (three months), do one of the following:
- Use the calendar to select the start date and end date of the quarter
- Enter the quarter’s range in the Start and End fields. Enter the dates in DD/MM/YY or DD/MM/YYYY format
- Click on either the This Quarter or Last Quarter button.
The quarter is highlighted on the calendar.
Note: If you select the time range by clicking one of the buttons, such as the This Week button, the dates included in the time range are relative to the current date, as indicated by the message: Selection is: Relative. However, if you select the time range manually, either by using the calendar or by entering dates in the Start and End fields, the dates included in the time range are absolute values (that is, not relative to the current date), as indicated by the message: Selection is: Absolute.
Note: To clear a selected time range, click Clear Selection.
Step 8:
For Aggregations, select the grouping for which statistics are collected and combined in the report. This depends on the Report Subtype you have selected. These are:
- By Queue
- By Queue Per Service Number
- By Month
- By Week
- By Day
- By Hour
- By Half Hour
- By Quarter Hour
Note: If you select By Hour as the aggregation and the report spans multiple days, you can also specify whether the report shows hourly statistics for each day separately or whether the results for all of the days are combined into a single 24-hour view. To enable the cumulative view, tick the Group By Hour checkbox.
Note: For aggregation by hour, the maximum date range for which statistics are reported is seven days.
Step 9:
In the Advanced section specify a Minimum Call Length (Seconds) and a Service Level Target (Seconds).
Step 10:
You can now apply further Filters to refine the report statistics such as; Call Type and Service Numbers.
Step 11:
Click Generate Report.
For more information on other commonly used reports click here.