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DRAFT Phone Report Scheduling How do I schedule reports? https://unlvsom.atlassian.net/servicedesk/customer/portal/17/article/1625456667?src=265260171

Call Center Report

  • Calls queued

  • Calls escaped

  • Calls abandoned

  • Calls answered in seconds

  • Overflow

Agent Activity Report

  • Status of agents

    • Available

    • Wrap-up (Not used)

    • Unavailable

    • Hold

Call Center Detail Report

  • Call center name

  • Call start time

  • Call end time

  • Agent name

  • Agent number & extension

  • Caller’s number

  • Call result

  • Number of bounces

  • Talk time

  • Hold time

  • Wrap-up time (Not used)