Call Center Reporting Guide

Downloadable Guide for Customer Administration Portal Call Centers

A guide is available to Download Here

The following table lists the performance parameters you may be required to provide when scheduling or running a report. Note that the parameter names may differ depending on the interface you use to request the report.

Call Completion: This setting is used to count the number of ACD calls an agent has completed within a service level during the specified interval. The Call Completion service level can be set to “1” through “7200” seconds.
Short Duration: This setting is used to count the number of ACD short duration calls completed by an agent during an interval. You can set the maximum length of a short duration call to “1” through “7200” seconds.
Service Level: This setting allows you to provide up to five service levels, used to perform service-level calculations for each call center or DNIS per interval service-level threshold. Each service-level threshold can be set to “1” through “7200” seconds.
Service Level Objective: This provides an indicator for the service-level objective, expressed as a percentage value.
Abandoned Call: This parameter is used to count the number of calls abandoned within a specified time. Up to four thresholds can be specified, resulting in up to four different counts. Each threshold can be set to “1” through “7200” seconds.