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The Call Center Report gives you a glimpse of the overall phone activity in your clinic.

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

Tip

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

Call Center Report

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

Call Center Report gives you a glimpse of the overall phone activity in your clinic.

  • Calls Queued - # of calls that entered the queue

  • Calls Escaped - # of callers who escaped the queue to leave a voicemail

  • Calls Abandoned - # of callers who hung up while waiting in the queue

  • Calls answered in seconds

  • Overflow - # of calls who waited for the maximum hold time of 5 minutes

  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:

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