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- On the Menu Panel, click on Help Desk.
- Click on Call Detail Report under Reports menu.
- Initial filter should be by Date (From: [date today - 3 months] and To: [date today])
- To adjust filter, input agent and dates.
- Once filtered, graph should reflect the filtered agents.
Field | Description |
---|---|
Agent | This is the name of the entity to which the call is Assigned to |
Open Calls | Number of calls that are assigned to the agent and are in the "Open Status" independent of the date range of the report. this is just a metric of current open calls. |
Closed Calls | Number of calls that have been closed in the time period noted in the date range |
Reopened Calls | This is the number of calls that were reopened during the period. |
Total Calls | Open Calls +Closed Cals |
Total billable hours | use the dates in the criteria to review the hours worked during that period, If the report range was June 1 to June 5 and the ticket date was June 5 but the hours were dated June 7 then those hours will not show on this report |
Calls rated | This is the number of calls that have a customer satisfaction rating |
Average rating | This is a 1 to 5 score - Very satisfied being 5 and very dissatisfied being 1. Add all the scores on all calls rated and divide by the number of calls rated. |
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