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2308 - Workgroup Cumulative Inbound Calls Wait Time
Description:
workgroup.
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 if you want the data reported by hour of day or by day of week.
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. Click Run Report to run the report.
7. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 35. Wait time in this April report on workgroup 450 is broken out by hour of day.
Report Fields
•
[Report interval]—The report interval specified in the query: Day of Week or Hour
of Day
•
Total Inbound Calls—Shows the total number of inbound calls for the specified
workgroup in the specified time period, then breaks out the data into three
categories:
•
Answered
•
Calls—Number of inbound calls that were answered
Wait Time—Total wait time for those answered calls
•
•
Avg WT—Average wait time per call ([Answered] Wait Time/[Answered] Calls)
Within SLT—Number of calls answered within the service level threshold.
•
Service Level Threshold is set in MaxACD Administrator > Workgroup
Configuration > General tab.)
SLT %—Percentage those calls are of the total answered calls ([Answered]
•
Within SLT/ [Answered] Calls)
•
Abandoned (ABN)
•
Calls—Number of inbound calls that were abandoned by the caller
78
MaxReports Manual
Reports cumulative call waiting time for all inbound calls for the specified
(The
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