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The reports below can be filtered by selecting date/time range and/or by organization units. These controls are located on the top right corner
| Column | Description |
|---|---|
If no data or not all data is shown on the charts, review the user's data access policies. See Organization Units
Queue Calls Chart
This chart 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. The number of calls will vary depending on the filter you have selected in the upper right corner of the screen.
In Out Chart
This chart 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. The number of calls will vary depending on the filter you have selected in the upper right corner of the screen.
Leaderboard
This chart 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. The statistics will vary depending on the filter you have selected in the upper right corner of the screen.
Call By Day Chart
This chart represents the total number of calls in a day-by-day format. This gives you a snapshot of call volume in a given period. The statistics will vary depending on the filter you have selected in the upper right corner of the screen.