After choosing the search parameters, generate the report by clicking the Generate Report button to the right of the search options. The report generates the following data after the calls and web chat conversations are fully reported: - Date: Date of the call or threadmessage.
- Total Calls: Total number of connected calls or threadsmessages.
- Offered: Total attempted transfers to agents.
- Handled Contact Number: Total calls or threads messages successfully transferred to an agent.
- Abandoned: Total calls or messages that failed to transfer (Operator Transfers - Successful Operator Transfers).
- Abandon Rate: (Failed Operator Transfers / Operator Transfers)*100.
- Service Level: (Calls or messages answered within service level + calls or messages abandoned within service level) / calls or messages offered [default].
- If the desired service level is specified in the Search criteria, any results that do not meet or exceed the service level are indicated in red.
- Avg. Speed of Answer (ASA): Hold Duration / Operator Transfers.
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- The ASA column will be visible only when you select Chat or Voice from the Channel drop-down.
- If you do not select any channel from the Channel drop-down, the report will include all channels. As a result, the ASA column will not be visible.
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- Avg. Abandon Time: Average Hold Duration for Failed Operator Transfers (Hold Duration for Abandon Calls duration for abandon calls or messages / Failed Operator Transfersoperator transfers).
- Total Talk Time: Total time the agent was on call.
- Total Hold Time: Total Sum of agent hold duration.
- Total Wrap Time: Total time the agent was in the wrap-up state.
- Total Handle Time: Total Talk Time + Total Hold Time + Total Wrap Time.
- Average Talk Time: Total Talk Time / Successful Operator Transfers.
- Average Hold Time: Average time that your customers are placed on hold by agents during calls.
- Average Wrapup Time: Total Wrap Time / Successful Operator Transfers.
- Average Handle Time: (Total Talk Time + Total Hold Time + Total Wrapup Time) / Handled.
- Grand Total: This row (at the bottom of the screen) displays the total of each column except the Date column.
- To export the generated report, click the Export button (next to the Generate Report button) and select the required option of file type. The available options are PDF, Excel, and CSV.
- To print the generated report, click the Print button (next to the Export button). The generated report opens in another tab. Select the details for printing the report and click the Print button.
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