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Abandoned Calls:
•
# of Calls—Number of inbound calls that were abandoned by the caller
•
%—Percentage those calls are of the total calls ([Abandoned Calls] # of Calls/
•
Total # of Calls)
Hangup in Queue—Number of callers that hung up while in queue
•
Hangup in Ring—Number of callers that hung up during ringing
•
Overflowed/Redirected:
•
# of Calls—Number of inbound calls that were overflowed/redirected
•
%—Percentage those calls are of the total calls ([Overflowed/Redirected] # of
•
Calls/Total # of Calls)
Total Calls in Queue—Number of calls that spent time in queue
•
# of VM—Number of callers that left voice mail
•
# of Xfer—Number of callers who were transferred
•
The data is also reported in two graphs:
Figure 39. The top graph shows average talk time and average handling time, by day of
week. The bottom graph shows where abandoned calls were when they were
abandoned.
Data Source
All data from the table WGSUMMARY
Chapter 3: The Reports
AltiReport Manual 83
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