The Callers Report shows information about callers and the number of times they got in contact.
Report Customisation Options #
Customisation |
Options |
|---|---|
Data source |
Select an individual or a selection of Service Numbers. |
Columns |
Each of the statistics listed below can be added or removed from the report by managing the columns to include. |
Aggregations |
The following aggregations can be used to cluster data together:
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Report Output #
For each service number, the following statistics are available for inbound calls.
Statistic |
Description |
|---|---|
Total calls |
The total number of calls to the service number. |
Connected calls |
The total number of calls that were connected to agents. |
Total callers |
The total number of discrete callers to the service number. |
Callers connected |
The total number of discrete callers to the service number that were connected to agents. |
Callers not connected |
The total number of discrete callers to the service number that were not connected to agents. |
Caller success rate |
The percentage of discrete callers to the service number that were connected to agents. |
Callers who called once |
The total number of callers who called only once |
Callers who called twice |
The total number of callers who called twice. |
Callers who called three times |
The total number of callers who called three times. |
Callers who called four times |
The total number of callers who called four times. |
Callers who called 5 to 10 times |
The total number of callers who called 5 to 10 times. |
Callers who called more than 10 times |
The total number of callers who called more than 10 times. |
Maximum number of calls by a caller |
The most number of times that a caller has called this service number. |
Prioritised repeat callers |
The number of callers (not calls) who had their priority increased due to repeat calling. |
Prioritised repeat callers connected |
The number of callers (not calls) who had their priority increased due to repeat calling and were connected to agents. |