Inbound Call Performance Console
The Inbound Call Performance Console gives an overview of inbound call performance. It uses a console type styling to display a combination of Hero tiles and charts.
Report Fields
The report contains the following fields.
| Field | Description |
|---|---|
| Grade of Service (%) | The Grade of Service reports the percentage of calls handled within the target service level answer time. |
| Inbound Abandon (%) | The Inbound Abandon reports the percentage of calls abandoned in the queue. |
| Average Handling Time (hh:mm:ss) | The Average Handling Time reports the average handling time of answered calls. |
| Disposition Count | The Disposition Count displays the number count of each disposition that has been submitted in a bar chart. |
| Inbound Call Performance by Date | The Inbound Call Performance by Date displays the number of contacts Answered, Abandoned and Rerouted in a stacked column chart and the Average Speed of Answer of answered contacts in a line chart. The graph calculates totals based on daily counts. |
Report Filters
The report contains the following inbuilt filters.
| Field | Description |
|---|---|
| Queue Selection | The Queues filter can be used to select one or more queues to report on. With the filter applied values in the report will be updated to reflect what was selected. |