iCall Reporting - Contact Group Summary
Contact Group Summary and Detail Reports:
Contact groups can be reported on in a group summary report or as a detailed report showing a breakdown of all calls to a group. These reports can be filtered by call centre.
The following call types are included in contact group reports: BOUNCE, I/T, INC, I/U, DIVERT, INX and X/U.
- Offered (calls offered to a group) = BOUNCE, I/T, INC, INX, X/U
- Answered (calls answered by the group) = I/T + INC + INX
- Abandoned (calls where the caller hung up while waiting in the queue) = I/U + X/U
- Missed (calls where the caller hung up while the call was ringing) = I/U + X/U
- Overflowed (calls overflowed away from the group) = BOUNCE
- Diverted (calls that were successfully diverted to an external number) = DIVERT
Contact Group Summary:
This report is useful to monitor how call traffic is being handled by contact groups.
As only incoming or internal calls will be directed to contact groups, these are the only records that will be included in this report. This means that no outgoing calls will be seen.
The report summary displays the total calls offered, answered, abandoned, missed, overflowed and diverted. Calls may be counted more than once in the report summary, as a call may be routed through multiple groups and create records on each.
The report details table displays a breakdown of total calls offered, answered, answered (direct and overflowed), abandoned, missed, overflowed and diverted by contact group. It also includes average handling time, average answer time, average abandoned wait time, average wait time (missed), average hold time and longest wait time.
Answered direct calls include calls that were answered after ringing directly to the group, whereas answered via overflow shows calls that were answered after overflowing to the group from elsewhere. The 'Overflowed' column displays any calls that came to the group and overflowed elsewhere.
Abandoned calls are calls that are ended by the customer while still waiting in the queue, while missed calls are calls that are ended by the customer after they have exited the queue and are ringing to an agent.
Contact Group Detail:
This report is useful to view individual calls received by groups and to track the final outcome of each call.
The report displays a breakdown of all calls to a group, including the group name, date/time, number, DDI/DID and wait time. The report shows calls that were answered, abandoned and missed, as well as those that were successfully diverted to an external number.
The report can be filtered by call centre in order to view the activity of a specific group.
Call Type:
BOUNCE: | Bounced calls are incoming calls that come to an extension but are not answered and therefore go to another extension until it is answered, or the caller hangs up. |
DIVERT: | Diverted calls are incoming calls diverted to any given number outside the business and answered on that number. |
INC: | Incoming Complete Calls are calls that have been answered by an agent then completed. This record will show all the call information including the total duration and the final extension the call ended on. |
INX: | Internal calls are calls that are made within the business from one extension to another. |
I/T: | Incoming Transferred Calls are calls that were picked up by an extension and then transferred to another extension. |
I/U: | Incoming Unanswered Calls are calls that were hung up before being answered by an agent or answered by the auto attendant and then hung up before being transferred to a group or extension. |
OUT: | OUT refers to a call made out of the business to an external number. |
X/U: | X/U is an internal call that is not answered. |
