Call center report: Call statistics
The report displays data about the calls for all waiting queues available to the supervisor.
The report is generated as a table, with the following columns:
- Total calls received
- total number of calls received by the waiting queue;
- Total calls answered
- total number of calls answered by the agents;
- Percent of calls answered
- the percent of answered calls, from the total number of calls received by the queue (the value is computed based on the first and second column of the table);
- Total waiting time
- total duration spend by the callers waiting for an available agent;
- Minimum waiting time
- the shortest interval spent by a caller, waiting for an available agent;
- Average waiting time
- the average interval spent by a caller waiting for an available agent;
- Maximum waiting time
- the longest interval spent by a caller, waiting for an available agent;
- Average waiting time
- the average interval spent by a caller waiting for an available agent;
- Total talk time
- total duration of calls, during the selected interval;
- Minimum talk time
- the duration of the shortest call, during the selected interval;
- Average talk time
- the average duration of a call, during the selected interval;
- Maximum talk time
- the duration of the longest call, during the selected interval.