You can refine the data statistics to be included in the report by selecting the following specific items:
- View By – Overview (the default)/Dropped Pre Queuing (by service number)/Dropped While Queuing (by queue)
- Columns
Under Aggregations in the Report Tool, you can specify the grouping for which statistics are collected and combined in the report. One of:
- Overall (only when View By: Overview is selected)
- By Month (only when View By: Overview is selected)
- By Week (only when View By: Overview is selected)
- By Day (only when View By: Overview is selected)
- By Hour (only when View By: Overview is selected)
- By Half Hour (only when View By: Overview is selected)
- By Quarter Hour (only when View By: Overview is selected)
- By Service Number (only when View By: Dropped Pre Queuing is selected)
- By Queue (only when View By: Dropped While Queuing is selected)
Configurables in the Report Tool: None.
Filters in the Report Tool:
- Service numbers – only if View By: Dropped Pre Queuing or View By: Dropped While Queuing is selected
- Queue – only if View By: Dropped While Queuing is selected.
The following statistics are available for the View By: Overview option:
| Statistic | Description |
|---|---|
| Total dropped calls | The total number of dropped calls for the company. |
| Dropped pre queuing | The total number of calls that were dropped at the service number level, before joining a queue. |
| Dropped while queuing | The total number of calls that were dropped at the queue level. This count includes calls where: The caller dropped the call before being connected to either an agent or a destination (whilst either waiting in a queue or whilst the call was being presented to an agent, without the agent answering) An agent answered the call, but transferred the call to a queue and then the caller dropped the call either whilst the call was being transferred or whilst waiting in the queue to which they were transferred. (It will count as a dropped call for the queue to which the call was transferred.) |
The following statistics are available for the View By: Dropped Pre Queuing option:
| Statistic | Description |
|---|---|
| Service number | The service number that was dialled. |
| Count of dropped calls | The total number of calls to this service number that were dropped before joining a queue. |
The following statistics are available for the View By: Dropped While Queuing option:
| Statistic | Description |
|---|---|
| Service number | The service number that was dialled. |
| Queue | The queue in which the call was held. This row may be duplicated if there are multiple service numbers for this queue. |
| Count of dropped calls | The total number of calls to this service number that were dropped at the queue level. This count includes calls where: The caller dropped the call before being connected to either an agent or a destination (whilst either waiting in a queue or whilst the call was being presented to an agent, without the agent answering) An agent answered the call, but transferred the call to a queue and then the caller dropped the call either whilst the call was being transferred or whilst waiting in the queue to which they were transferred. (It will count as a dropped call for the queue to which the call was transferred.) |