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
How do I schedule reports? https://unlvsom.atlassian.net/servicedesk/customer/portal/17/article/1625456667?src=265260171
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)
Agent Activity Report
The Agent Activity Report allows you to select specific agents and view how long they were in the following statuses
Available
Wrap-up(Not used)Unavailable
On Hold
