There are many reports that can be generated to provide information about your clinic’s use of phones. IT recommends Call Center Report, Call Center Detail Report, and the Agent Activity Report to get started.
The full list of reports can be found here: https://unlvsom.atlassian.net/servicedesk/customer/portal/17/article/1197604884
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How do I schedule reports? https://unlvsom.atlassian.net/servicedesk/customer/portal/17/article/1625456667?src=265260171 |
Call Center Detail Report
The Call Center Detail Report provides specific details that the Call Center Report does not include.
If you run the Call Center Report and something seems off, run the Call Center Detail Report next to review the specifics.
Call Center Name
Call start/end time - Start and end time of each call
Agent name - The associate who took the call
Agent number & extension - The associate’s number and extension
Caller’s number - Phone number of the caller
Call result -
Number of bounces
Talk time - the length of the active call
Hold time - how long the caller was on hold
Wrap-up time(Not used)