Calls Report

This page provides call statistics with a breakdown of different queues and call flows.

The report contains two main data tables:

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Queues Statistics

This table provides metrics for individual queues:

  • Queue Name: The specific queue.
  • Total Calls: Total number of calls in the queue.
  • Handled: Number of calls successfully answered by agents.
  • Unhandled: Number of calls not answered by agents.
  • Quick Answer: Number of calls answered quickly, without delay.
  • Standard Answer: Number of calls answered with a standard delay.
  • Delayed Answer: Number of calls answered after a longer delay.

Call-Flows Statistics

This table summarizes metrics for different call flows:

  • Call Flow: The flow of calls.
  • Total Calls: Total number of calls in this flow.
  • Handled: Number of calls handled successfully.
  • Unhandled: Number of calls not answered.

These data tables could be exported using export option under … button.