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Month

On this report, you will get the offered calls (calls that entered the Queue), Answered Calls, and Abandoned Calls totaled by month.

We will also see a table with the information summarized by day of the week with the following information:

  • Month, month to show the information from.

  • Offered Calls, total number of calls that entered Queue.

  • Answered Calls, total number of calls answered by the agents.

  • Abandoned Calls, total number of calls not tended to, and left the Queue.

  • Answered Calls %, percentage of calls answered with repect to the calls that entered Queue.

  • Avg Call Time, average call time of answered calls.

  • Min Call Time, minimum duration of the answered calls.

  • Max Call Time, maximum duration of the answered calls.

  • Avg Call Wait Time, average Call Wait Time for all the calls.

  • Min Call Wait Time, minimum Call Wait Time for all the calls.

  • Max Call Wait Time, maximum Call Wait Time for all the calls.

  • Abandoned Calls %, percentage of the abandoned calls.

  • Avg Abandoned Call Wait Time, average Call Wait Time duration of abandoned calls.

  • Min Abandoned Call Wait Time, minimum Call Wait Time when a call is abandoned.

  • Max Abandoned Call Wait Time, maximum Call Wait Time when a call is abandoned.