CALL CENTER REPORT DESCRIPTION

PaloSanto Solutions
2010

© 2010, PALOSANTO SOLUTIONS todos los

derechos reservados. Esta documentación es
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pertenece a PaloSanto Solutions. Cualquier
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  estrictamente prohibido. PaloSanto
está
Solutions, Elastix, el logotipo de PaloSanto
 
Solutions y el logotipo de Elastix son propiedad
de  Megatelcon S.A. Otras marcas, servicios y
nombres de negocios pertenecen a sus
 
  respectivas compañías. 
 
 

 
Break Report

Calling Report

Agents Call Report

 

 
Hold Time Report

Login and Logout Report

 

Calls per Hour Chart

Agent Monitoring

This report refreshes automatically every 5 seconds. The main goal is to see the agent information
in real time (Total Calls Received, Total Connections, and Total Conversations). The columns
displayed are:
1. Queues
2. Agents
 

 
3. Status: status available a) Agent receiving a call with the actual time of conversation with
the client, b) Agent in Recess, c) Agent waiting online – not receiving a call.
4. Total number of calls: Total number of calls received by an agent.
5. Time of connection: Total time of connection of the agent.
6. Answered calls: Total time of the conversations of the agent.

Inbound call monitoring

(Online report - Inbound and abandoned calls in queues)

This report refreshes every 5 seconds, the objective is to watch the amount of inbound calls,
answered calls, calls on standby and calls that for some reason couldn’t be monitored (errors).

This information is grouped by queues and shown on real time.

The columns shown in the report are:

1. Queue: Number of the queue.
2. Entered: Number of inbound calls at that moment.
3. Distributed: Number of calls answered and distributed to an agent or an extension. Número
de llamadas que sí se atendieron y se distribuyó a un agente o extensión. Abandoned:
number of calls that couldn’t be reached.
4. Waiting Calls: Calls on hold waiting for an occupied or a new agent. The report shows
totals.
 

 
Calls by hour
(Daily report of Inbound, answered and abandoned calls)

This report shows the amount of inbound calls (Inbound = Answered + Abandoned), Answered
Calls and Abandoned Calls by hour. The report shows a total number of coincidences. This
information can be filtered date and queue range. This information can be exported to Excel.

Agent Information
(Detail report of the agent connection time, inbound and hold calls)

 
 

 
This report shows specific data of the job done by the agent. It has the following sections:
- Connection Data
- Inbound Calls Data
- Outbound Calls Cata
- Break times
In this report the information can be filtered by date, queue and agent. The information can be
exported to Excel.

Total connection time of the agent

This report shows in detail the time that the agents were logged in the agent console and the
effective calls time.
- Detailed (detallado): Shows all logins and logouts maade in the system with the effective
call time.
- General: Shows the total amount of time the agent was logged in the console and the
effective call time.
The information in this report can be filtered by a range of date and queue. The report allows to
select a detailed or a general report. This report can be exported to excel.
 

 
Report of trunk usage by hour and day

This report shows the amount of Inbound Calls (Inbound = answered + abandoned), Answered
Calls and Aboandoned calls, grouped by trunks.

The report shows a total number of coincident calls.

The information in this report can be filtered by a range of date and queue. This report can be
exported to excel.