Note, this article relates to V1 reporting which has been superceded by V2 reporting. See the other article here, which describes the newer reporting functionality.


Reports Tab

Reporting allows you to monitor various statistics for Hunt Groups and Agents.

Note: daily report information is stored for the last 3 months; monthly report information is stored for the last 3 years.

To view the reports:

  1. Navigate to Services > Elevate > Groups
  2. Click on the Hunt Group name
  3. Click on Reports.

Choose the date and the agent you wish to view the report for.

 

You will see different reports depending on your selection.

If you have selected a date range and all agents, you will see:

Hunt Group Report:
  • total number of calls
  • number of immediately connected calls
  • connected after hold (calls connected to agent after holding in queue)
  • abandoned calls (caller hung up while in the waiting queue/was routed to voicemail from the waiting queue without being presented to an agent)
  • calls failed due to max callers in queue
  • average and max total call duration
  • average and max hold time
  • average and max talk time

Call Statistics Report:

  • number of immediately connected calls
  • connected after hold (calls connected to agent after holding in queue) 
  • abandoned calls (caller hung up while in the waiting queue/was routed to voicemail from the waiting queue without being presented to an agent)
  • calls failed due to max callers in queue

On hold time Report:

Talk time Report:

  • maximum talk time
  • average talk time
 

Call length time Report:

  • maximum total call time
  • average total call time

 

If you have selected a date range and one agent, you will see:

General Report:

  • total calls
  • rolled calls
  • maximum time logged in
  • maximum talk time
  • average talk time

Calls Report:

  • total calls
  • rolled calls
  • calls per hour

Talk time Report:

  • maximum talk time
  • average talk time

Max time logged in Report:

  • maximum time logged in

 

If you have selected today and all agents, you will see:

Active calls Report:

  • active calls
  • calls on hold
  • agents logged in
  • agents on active calls

Average call information Report:

  • average call duration
  • maximum call duration
  • average time on hold
  • maximum time on hold
  • average talk time
  • maximum talk time

Agent logs Report:

  • agent name
  • last logged in time
  • last logged out time

 

If you have selected today and one agent, you will see:

Active calls Report per agent:

  • agent name
  • last logged in time
  • last logged out time

Additionally, if you have selected a date range and all agents, you may customize the coloring of the graph by creating a Service Level Agreement (SLA). Once report is generated navigate to Hold time section and click Setup SLA.

SLA setup
  • Enter the number of seconds from 20 up to 1200 you have committed to answer inbound calls within. This will be considered as SLA 1.
  • The second service level (SLA 2) is automatically set at twice the first service level.