Report Configuration
This section allows for report customization in accordance with enterprise policies.
To access to report configuration:
- Open the Heedify Admin Portal https://admin.heedify.io/
- In the Call Flow section, select the flow name and click the Report tab to open the configuration page
| Field | Description |
|---|---|
| Quick drop threshold (sec) | The maximum time in seconds a call can remain unanswered before it is considered a quick drop. |
| Quick answer threshold (sec) | The maximum time in seconds within which an agent is expected to answer a call quickly. |
| Standard answer threshold (sec) | The standard time in seconds within which most calls are expected to be answered. |
| Delayed answer threshold (sec) | deprecated (not used) |
| Max Abdandon time (sec) | The average abandon time that is considered as high, used in gauge visual. |
| Target Abondon time (sec) | The average abandon time that is considered as optimal, used in gauge visual. |
| Max Talking time (sec) | The average talking time that is considered as high, used in gauge visual. |
| Target Talking time (sec) | The average talking time that is considered as optimal, used in gauge visual. |
| Max Waiting time (sec) | The average waiting time that is considered as high, used in gauge visual. |
| Target Waiting time (sec) | The average waiting time that is considered as optimal, used in gauge visual. |
| Additional flows | Callflows names if consolidated report is needed |