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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:

...

Call Center Activity - Bar Chart / Table Definitions:

Name

Description

Notes:

Calls Queued 

 Amount of incoming calls that entered into a queue

Calls Escaped 

 Caller choose to leave a voicemail message

Call Abandoned 

 Call was disconnected while in queue

Calls Presented 

 Rang on phone

Calls Answered 

 Incoming call answered

Calls Answered in 25 seconds 

 Call answered under by 3 rings

Goal to have this as a high %

Calls Overflowed - Time

 Call waiting in queue reached overflow time and transferred to voicemail OR roll over queue

Goal to have this as a low percentage

Calls Bounced 

 Incoming call rang on phone, not answered, and bounced to the next available agent

Calls Stranded 

 Callers left in the queue when all the agents are signed-out are routed to voicemail.

Calls Stranded -  Unavailable

 All Agents are listed as unavailable

...