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  2. Reports
  3. Reviewing group reports
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Reviewing group reports

Group historical reports display performance indicators for each agent group over the selected period.

Information

Data in the reports is updated within an hour.

  1. On the left sidebar, select Reporting > Reports.
  2. Select Groups.
  3. On the Calls tab, set the report date range.
  4. Specify the data display interval: per Hour, Day, Week, Month, or All time.
  5. Review the report.

A group call report includes the following metrics:

  • Handled calls – The total number of calls from queues handled by the group.

  • Outbound calls – The number of outbound calls made by the group via the softphone.

  • Outbound conversations – The number of actual outbound conversations that lasted more than 5 sec.

  • Avg. reaction time – Total time it takes the group agents to answer a call (from the moment a call is assigned until it is answered) to the total number of calls handled by the group. This value includes only handled calls that came from queues.

  • Avg. handle time – Average time it takes the group agents to handle inbound calls (In service + After service). The metric only includes calls processed in queues.

  • Avg. talk time – Average time the group agents spend talking to customers, excluding holds and after service work. This value is calculated as In service minus Hold. The metric only includes calls processed in queues.

  • Avg. after service time – Average time the group agents spend on post-call activities. The metric only includes calls processed in queues.

  • Unanswered calls – The total number of calls assigned but not answered by the group agents. The metric only includes calls that came from queues.

  • Transferred calls – The total number of calls transferred by the group agents to other queues/agents. The metric only includes calls that came from queues.

  • Transferred calls (%) – The ratio of transferred calls to the total number of handled calls. The metric only includes calls that came from queues.

  • Holds – The total number of holds used by the group agents while handling calls. The metric only includes calls that came from queues.

  • Calls on hold – The ratio of calls put on hold at least once to the total number of handled calls. The metric only includes calls that came from queues.

  • Avg. hold time – The ratio of the total hold time to the total number of calls handled by the group. The metric only includes calls that came from queues.

  • Occupancy rate (%) – The time the group agents spend working on customer requests to the total hours they spend on the line (In service + After service / Ready + Dialing + In service + After service).

Group call report
  1. Click XLS or CSV to download the report as an .xls or .csv file.