Page Comparison

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

Call Center Report

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

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)