General Statistics Report

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 %