Dialed Number Stats (DNIS)
The Queue Stats report allows supervisors to view specific attributes on a queue-by-queue basis, based on user configurations.
The drop-down list shown below allows you to select the information that will appear on the report.
To change the available configuration fields, click the Table Settings gear from the pop up. When a list of check boxes appears, check the fields you want displayed and uncheck the ones you want to hide.
You can now select the statistics you want shown on your report. The available options are described in the table below.
Note: You can click the check boxes in the first column for Call Queue statistics to graph them individually, as shown in the above figure with the different colored rows. Clicking the first column header, which shows the bar graph icon, toggles all of check boxes on or off.
Stats Available by Call Queue
The Agent Stats report shows various agent statistics over time.
Note: You can click the check boxes in the first column for Call Queue statistics to graph them individually, as shown in the above figure with the different colored rows. Clicking the first column header, which shows the bar graph icon, toggles all check boxes on or off.
Note: An additional UI configuration is required for Inbound, Outbound, and Missed Calls. Please reference the Call Center Reporting section of What Are The Portal UI Configuration Settings? for specific UI Configuration information.
The Agent Availability report shows the availability of agents in the domain or in a department within a domain. You choose the values that are to be graphed from the following options:
When configured, and when agents have been signing in and out, supervisors can see an agent availability display similar to the following.
Dialed Number Stats (DNIS)
The DNIS stats report shows information based on the Dialed Number Identification Service (DNIS). DNIS is a telephone service that informs the receiver about a call that the caller dialed. DNIS is a common feature of 800 and 900 services. If you have multiple 800 or 900 numbers to the same destination, the DNIS tells you which number was called.
Note: You can click the checkboxes in the 1st column for DNIS statistics to graph them individually; as shown in the above screenshot with the different colored rows. Also, clicking on the 1st column header (the bar graph icon), will toggle all of the checkboxes on/off.
Stats Available by DNIS (Dialed Number)
The Abandoned Calls report shows call center graphs for abandoned calls, organized by individual queues. Time is measured along the x axis and the number of calls abandoned is measured along the y axis. All of the abandoned calls for the queue appear below the graph, along with statistics about each individual call.