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Call Center Report

This is the report that should be submitted to UNLV Health Leadership.

Call Center Report includes the following data:

  • Calls queued

  • Calls escaped

  • Calls abandoned

  • Calls answered in seconds

  • Overflow

  1. Scope:

    1. All Call Centers (queues)

    2. Select specific Call Centers (queues)

  2. Parameters

    1. Service Level: 25

      1. Amount of time in seconds that the phone was answered

    2. Service Level Options:  Include all abandoned calls

  3. Type:  Historical

  4. Timing:  

    1. Sampling:  Daily

    2. Output format:  XLS or PDF

If you get a file size error, try limiting the number of queues (call centers)

Understanding the results

Call Center Activity - Pie Chart:

...

  • Calls Queued - Amount of incoming calls that entered into a queue

  • Calls Escaped - Caller choose to leave a voicemail message

  • Call Abandoned - Call was disconnected while in queue

  • Calls Presented - Rang on phone

  • Calls Answered - Incoming call answered

  • Calls Answered in 25 seconds - Call answered under by 3 rings

    • Goal to have this as a high %

  • Calls Overflowed - Time - Call waiting in queue reached overflow time and transferred to voicemail OR roll over queue

    • Goal to have this as a low percentage

  • Calls Bounced - Incoming call rang on phone, not answered, and bounced to the next available agent

  • Calls Stranded -  Callers left in the queue when all the agents are signed-out are routed to voicemail.

  • Calls Stranded - Unavailable - All Agents are listed as unavailable.

Call Center Call Detail Report

Call Center Call Detail Report includes the following data:

  • Call center (queue) name

  • Call start time

  • Call end time

  • Agent name

  • Agent number and extension

  • Caller’s number

  • Call result

  • Number of bounces

  • Talk time

  • Hold time

  • Wrap-up time

Example:

Generating Reports

Report types

  • Historical - manually creating specific reports

  • Scheduled - Recurring reports that can have associated email notifications

Scheduled report options

  • Set your preferred parameters.

  • Add the appropriate email address(es) in the Recipients section.

  • The users will receive email notifications each time the report is pulled.