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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

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:

  • Handling of all incoming calls

Call Center Activity - Bar Chart / Table:

  • 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.

  • No labels

https://tinyurl.com/somhelp | help@medicine.unlv.edu | 702-895-0451