General Statistics
Displays a range of queue related statistics in graph and tabular form that related to a customer's experience including:
- Wait Times
- Answer Time
- Talk Time
- Hangup causes
- Abandon reasons
Intended Use
Analysing a customer's experience, particularly with respect to wait times and abandonment rates.
Filters
Date range
The period to report on.
Interval
Controls how calls are grouped together.
Day - a set of graphs and tables will be generated for each day in the selected date range.
Week - a set of graphs and tables will be accumulated and generated for each week.
Columns
Calls
Calls %
Total
Maximum
Average
Answer call wait time
Answer call wait time %
Hangup Cause For Answered
Hangup Cause For Answered %