This report shows the total number of calls for your queues. This does not include direct calls. This chart can be helpful for seeing which queues are receiving the most or least calls.
This report represents the total number of inbound and outbound calls by your organization. If you have recording enabled, all calls are being tracked including direct inbound/outbound calls and inbound queue calls.
This report represents the agent with the largest call count (Total Inbound Direct Calls + Total Answered Calls). The Average Handle Time is also displayed here. This can be helpful with getting an idea of which team member is fielding the most calls and finding their average handle time.
This report represents the total number of calls in a day-by-day format. This gives you a snapshot of the call volume in a given period.
This report represents the total number of calls that have requested a callback.
This report displays queue information, including total call count, Abandond call count, and service level.
This report displays a visual representation of calls handled by agents. More information can be found by hovering over a block.