Manual Call Summary
The Manual Call Summary gives a an overview of manual calls. It uses a table to display manual call information by summarised totals and averages based on the reporting date range.
Report Fields
The report contains the following fields.
| Field | Description |
|---|---|
| Agent | The Agent column reports the agent name from which the data was captured. |
| Manual Calls | The Manual Calls column reports the number of manual calls during the reporting period. |
| Avg Dialling | The Avg Dialling column reports the average dialling time during the reporting period. |
| Avg Active | The Avg Active column reports the average active time during the reporting period. |
| Avg Hold | The Avg Hold column reports the average hold time during the reporting period. |
| Avg Wrap | The Avg Wrap column reports the average wrap time during the reporting period. |
Report Filters
The report contains the following inbuilt filters.
| Field | Description |
|---|---|
| Team Selection | The Teams filter can be used to select one or more teams to report on. With the filter applied values in the report will be updated to reflect what was selected. |
| Agent Selection | The Agents filter can be used to select one or more agents to report on. With the filter applied values in the report will be updated to reflect what was selected. |
| 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. |