Hourwise Calls Summary
This report shows the number and type of calls handled by the system on an hourly basis. The records can be searched for a specific date range.
Click the ‘Reset’ button to show all the records, without any filter.
Apart from the self explanatory fields, the other fields are as follows-
TCT(Total Call Time) -This is the total time of all the calls.
TWT(Total Wait Time) – The total time a customer waits in queue.
TTT(Total Talk Time) – This is the total time for which the calls were active I.e both parties were talking.
ACT(Average Call Time) – An hourly average on the total call time.
AWT(Average Waiting Time) – The average time a caller had to wait on a call.
ATT(Average Talk Time) – An hourly average on the total talk time.
Exporting a report –
The whole report can be exported in a .xls format to the device by choosing the ‘EXPORT’ button in the search tab.
If the report is to be filtered by date range then the criteria has to be entered in the search tab and then export the report, which will export only the filtered report.
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