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DRAFT Phone Report Scheduling

Call Center Report

  • Calls queued

  • Calls escaped

  • Calls abandoned

  • Calls answered in seconds

  • Overflow

Agent Activity Report

Status of agents

Agent Activity Report

The Agent Activity Report allows you to select specific agents to view how many calls were taken and how long they were in the following statuses during the indicated time frame.

  • Available

  • Wrap-up (Not used)

  • Unavailable

  • On Hold

There are many reports that can be generated to provide information about your clinic’s use of phones. IT recommends 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)

    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