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2305 - Workgroup Outbound Call Handling Time
Description:
specified workgroup(s).
Report Options
1. Select an agent, if you want only that agent's workgroups to appear in the
workgroup selection list.
2. Select workgroup(s).
3. Choose how you want the data summarized (by day, week, or month).
4. Specify a time range for the report.
5. Narrow the report to specific days of the week and a span of time (optional).
6. Specify an increment for wait time (from every 30 seconds to every 600 seconds).
7. Click Run Report to run the report.
8. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 30. This data reports on outbound call handling time during the month of April. It is
reported in 120-second increments.
Report Fields
Start Date—Start date for the report
•
•
Total Calls Connected—Number of inbound workgroup calls connected in the
specified time period
•
Connected Calls Handling Time—Handling time = talk time + hold time. Data is
broken out into intervals of seconds, as specified in the query (for example, calls
requiring less than 120 seconds, calls requiring from 121-240 seconds, and so on).
The time intervals are column headings. Each interval has two columns:
•
Calls—Number of calls requiring the length of time specified in the column
heading
•
%—The percentage that number is of the total calls connected in the specified
time period ([time interval] Calls/Total Calls Connected)
74
AltiReport Manual
Reports outbound call handling for all workgroup-connected calls for the
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