Inbound Staffing Summary
The Inbound Call Summary gives an overview of queue based information. It uses a table to display queue based information by summarised totals based on the reporting date range.
Report Fields
The report contains the following fields.
| Field | Description |
|---|---|
| Queue | The Queue column reports the queue name from which the data was captured. |
| Inbound Queued | The Inbound Queued column reports the number of contacts offered to the relevant queue during the reporting period. |
| Handled by Agent | The Handled by Agent column reports the number of contacts handled by an agent during the reporting period. |
| Abandoned Calls | The Abandoned Calls column reports the number of contacts abandoned during the reporting period. |
| Calls Ended by Voicemail | The Calls Ended by Voicemail column reports the number of contacts routed to voicemail during the reporting period. |
| Reroute or Overflow | The Reroute or Overflow column reports the number of contacts rerouted to an external number or another queue during the reporting period. |
| Transferred to Agent | The Transferred to Agent column reports the number of contacts transferred to another agent during the reporting period. |
| Transferred to External | The Transferred to External column reports the number of contacts transferred to an external number by the agent during the reporting period. |
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. |