- 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 | Version |
|---|---|---|
| Agent | This is the name of the entity to which the call is Assigned to | 18.3 |
| Department | This is the department from the users employee entity record. | 19.1 |
| 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. | 18.3 |
| Open Calls - Blocker | This is the number of open calls that are blockers | 19.1 |
| Open Call Major | This is the number of open calls with a status of major | 19.1 |
| Open Calls minor | This is the number of open calls with a status of minor. | 19.1 |
| Closed Calls | Number of calls that have been closed in the time period noted in the date range | 18.3 |
| Closed calls - Blocker | This is the number of closed calls that are blockers | 19.1 |
| Closed Calls Major | This is the number of closed calls with a status of major | 19.1 |
| Closed Calls Minor | This is the number of closed calls with a status of minor. | 19.1 |
| Reopened Calls | This is the number of calls that were reopened during the period. | 18.3 |
| Reopened calls - blocker | This is the number of reopened calls that are blockers | 19.1 |
| Repoened Calls - Major | This is the number of reopened closed calls with a status of major | 19.1 |
| Reopened calls - minor | This is the number of reopened closed calls with a status of minor. | 19.1 |
| Total Calls | Open Calls +Closed Cals | 18.3 |
| 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 | 18.3 |
| Calls rated | This is the number of calls that have a customer satisfaction rating | 18.3 |
| 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. | 18.3 |
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