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Top 5 Trunks By Day (CDR Reports)

admin — Tue, 09 Feb 2010 09:06:57 +0000

You might want to know about your trunk’s load. This view shows you top 5 trunks by the number of calls. Both incoming and outgoing calls. They are sorted descending from the one with the most load. The number of calls is presented by weekdays, each in its own column , both in grid and chart respectively. The top 5 selection is made with the “TopN” filter . To learn more about CDR Reports click here.

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Top 7 Channels By Direction (CDR Reports)

admin — Tue, 09 Feb 2010 09:00:59 +0000

This view shows top 7 channels (extensions) by total call duration. Here is the inverted view where the channels make the columns instead of rows accentuating the direction of calls in the row area. So the first thing we see, when looking at the chart is the ratio of incoming to outgoing calls. And on the second look we can dive into each one of those to see how the channels are doing in each category. To learn more about CDR Reports click here.

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Calls By Hour / Quarter (CDR Reports)

admin — Tue, 09 Feb 2010 08:46:43 +0000

On this view wee see the overall call traffic displayed by hours and quarters. All four quarters follow pretty much the same hourly curve, but some are more loaded than others. The area chart smoothly depicts the rising of traffic by quarters as well as the hourly bell like curve. Since this is a CDR report view we can see how the entire traffic of our PBX behaved in terms of quarters and hours too.

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Top 10 Unknown Numbers By Day (Queue Reports)

admin — Tue, 09 Feb 2010 08:40:32 +0000

Here we see top 10 unknown callers distributed by weekdays in an inverted view. We can see the caller’s daily calling patterns and if the number of call is significant for our business, learn more about them and make them contacts in the application. To learn more about queue reports click here.

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Top 5 Queues By Exit (Queue Reports)

admin — Tue, 09 Feb 2010 08:18:15 +0000

Here we see how the calls ended for any of top five queues. By displaying both answered and unanswered calls on the same axis, we can see their ratio. When we look closer we see how each of the queues behaved in answered and unanswered categories. That can be a useful way of looking at several related information at once. This queue report is on queue level only. More details about agents is visible from the agent view.

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Top 5 Contacts by Day (Queue Reports)

admin — Tue, 09 Feb 2010 08:02:59 +0000

Here we have top 5 contacts that called our call center and talked to our operators the longest. Total call duration by contact is distributed by weekdays and we can see on the chart that their call patterns differ. That information might be useful to offer our clients services tailored to their specific needs.

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Top 5 Agents By Quarter (Queue Reports)

admin — Tue, 09 Feb 2010 07:52:45 +0000

This view displays top 5 agents by quarter with the rest of agents accrued into a single value. That lets you see the relations between top performers and the rest. Each pie diagram shows two types of information : relations between top performers and the ratio between top performers and the rest. To learn more about queue reports click here.

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Calls By Hour / Day (Queue Reports)

admin — Tue, 09 Feb 2010 07:29:49 +0000

Here you can see overall call center performance by weekday and then by the hour. This provides you immediately to see which weekday / hour combination has the least/most calls. It also shows hourly patterns per days of the week. The column diagram makes it easy to see the distinct hours in a day and grouping by days on the x axis depicts distinct weekdays.

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