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
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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.
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If you get a file size error, try limiting the number of queues (call centers) | |
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Understanding the results
Call Center Activity - Pie Chart:
Handling of all incoming calls
Call Center Activity - Bar Chart / Table Definitions:
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Name | Description | Notes: |
|---|---|---|
Calls Queued | Amount of incoming calls that entered into a queue | |
Calls |
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Escaped | Caller choose to leave a voicemail message | |
Call |
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Abandoned | Call was disconnected while in queue | |
Calls |
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Presented | Rang on phone | |
Calls |
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Answered | Incoming call answered | |
Calls Answered in 25 |
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seconds | Call answered under by 3 rings | Goal to have this as a high % |
Calls Overflowed - Time |
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Call waiting in queue reached overflow time and transferred to voicemail OR roll over queue | Goal to have this as a low percentage | |
Calls |
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Bounced | Incoming call rang on phone, not answered, and bounced to the next available agent | |
Calls |
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Stranded | Callers left in the queue when all the agents are signed-out are routed to voicemail. | |
Calls Stranded - Unavailable |
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All Agents are listed as unavailable |
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