Table of Contents
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2101 - Workgroup Call Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
2201 - Workgroup Agent(s) State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
2202 - Workgroup Agent(s) Performance Summary. . . . . . . . . . . . . . . . . . 51
2203 - Workgroup Agent Call Activity Summary with % Analysis. . . . . . . . . 53
2204 - Workgroup Agent Call/Time Contribution % Comparison . . . . . . . . . 55
2206 - Workgroup Inbound Calls Wait Time Summary . . . . . . . . . . . . . . . . 59
2207 - Workgroup Inbound Call Handling Summary . . . . . . . . . . . . . . . . . 61
2208 - Workgroup Outbound Call Handling Summary . . . . . . . . . . . . . . . . 63
2209 - Workgroup Service Level Summary Report. . . . . . . . . . . . . . . . . . . 65
2301 - Workgroup Inbound Answered Calls Wait Time . . . . . . . . . . . . . . . . 67
2302 - Workgroup Inbound Abandoned Calls Wait Time . . . . . . . . . . . . . . . 69
2303 - Workgroup Inbound Overflowed/Redirected Calls Wait Time . . . . . . . 71
2304 - Workgroup Inbound Calls Handling Time . . . . . . . . . . . . . . . . . . . . 73
2305 - Workgroup Outbound Call Handling Time . . . . . . . . . . . . . . . . . . . . 74
2306 - Workgroup Inbound Call Priority . . . . . . . . . . . . . . . . . . . . . . . . . . 76
2307 - Workgroup Cumulative Inbound/Outbound Calls . . . . . . . . . . . . . . . 78
2308 - Workgroup Cumulative Inbound Calls Wait Time . . . . . . . . . . . . . . . 80
2309 - Workgroup Cumulative Inbound Calls Analysis . . . . . . . . . . . . . . . . 82
2310 - Cumulative Outbound Calls Handling . . . . . . . . . . . . . . . . . . . . . . . 84
2311 - Total and % Inbound Calls ANS/ABN/OFL. . . . . . . . . . . . . . . . . . . . 86
2312 - Total & % WG Inbound Calls in Queue . . . . . . . . . . . . . . . . . . . . . . 88
2313 - Average Call Handling Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
2314 - Total Outbound Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
2315 - Total Outbound Calls Handling Time . . . . . . . . . . . . . . . . . . . . . . . 93
2316 - Daily Max Number of Calls in Queue . . . . . . . . . . . . . . . . . . . . . . . 95
2317 - Daily Longest Queue Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
2318 - Daily Real Time Service Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
2319 - Historical Service Level Summary Report . . . . . . . . . . . . . . . . . . . . 98
DNIS Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100
3101 - DNIS Call Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
3201 - DNIS Call Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
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Table of Contents
