Granular Reporting in Call Center
W Derek Chappell Jr.
Last Update 2 maanden geleden
This overview will explore the additional details are now available for the reports generated in the Call Center.
The statistics available in the Call Center reporting screen has been updated with much greater granularity. The information on the individual calls in each statistic can be accessed and investigated if need be.
Additionally an addition statistic is available: Callback. This stat will count calls that use the callback feature.
Report Screen
As you can see, statistics under each of the columns in the reports table are now clickable. Select the stat you would like a more granular view of.
If you select Call Volume, you'll find a list of every call involved in that statistic.
From here, you can investigate individual calls using the tools at the right:
- Download Voicemail
- Listen to Voicemail
- Cradle to Grave call tracing
- Edit notes and dispositions
- Full call trace
In addition, the call information can be printed, or downloaded as a csv.