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Response Group Usage Report

 

Topic Last Modified: 2011-02-03

The Response Group Usage Report provides a summary of Response Group usage. The Response Group application provides a way for you to automatically route phone calls to entities such as a help desk or customer support line.

Filters provide a way for you to return a more finely-targeted set of data or to view the returned data in different ways. For example, the Response Group Usage Report enables you to view data for all your Response Group workflows or to view data for an individual workflow. You can also choose how data should be grouped. In this case, usages are grouped by hour, day, week, or month.

The following table lists the filters that you can use with the Response Group Usage Report.

Response Group Usage Report Filters

Name Description

From

Start date/time for the time range. To view data by hours, enter both the start date and time as follows:

1/1/2011 1:00 PM

If you do not enter a start time, the report automatically begins at 12:00 AM on the specified day. To view data by day, enter just the date:

1/1/2011

To view by week or by month, enter a date that falls anywhere within the week or month that you want to view (you do not have to enter the first day of the week or month):

1/3/2011

Weeks always run from Sunday through Saturday.

To

End date/time for the time range. To view data by hours, enter both the end date and time as follows:

1/1/2011 1:00 PM

If you do not enter an end time, the report automatically ends at 12:00 AM on the specified day. To view data by day, enter just the date:

1/1/2011

To view by week or by month, enter a date that falls anywhere within the week or month that you want to view (you do not have to enter the first day of the week or month):

1/3/2011

Weeks always run from Sunday through Saturday.

Interval

Time interval. Select one of the following:

  • Hourly (a maximum of 25 hours can be displayed)
  • Daily (a maximum of 31 days can be displayed)
  • Weekly (a maximum of 12 weeks can be displayed)
  • Monthly (a maximum of 12 months can be displayed)

If the start and end dates exceed the maximum number of values allowed for the selected interval, only the maximum number of values (starting from the start date) is displayed. For example, if you select the Daily interval with a start date of 1/1/2011 and an end date of 2/28/2011, data is displayed for the days 8/1/2011 12:00 AM to 9/1/2011 12:00 AM (that is, a total of 31 days' worth of data).

Workflow URI

Enables you to limit the returned data to the specified Response Group workflow. To use this filter, enter the Workflow SIP address. For example:

sip:helpdesk@litwareinc.com

The following table lists the information provided in the Response Group Usage Report.

Response Group Usage Report Metrics

Name Can you sort on this item? Description

Hourly

Daily

Weekly

Monthly

No

Indicates the selected time interval. Where applicable, you can click a given time interval to view detailed information for that interval. For example, if you are using the Daily interval and you click 1/1/2011, you see an hourly breakdown of user registration activity for that date.

Received calls

No

Total number of calls received by all instances of the Response Group application. When you click this item, the report shows you the Response Group Call List report for the selected time period.

Successful calls

No

Total number of calls that were picked up the Response Group application. When you click this item, the report shows you the Response Group Call List report for the selected time period.

Offered calls

No

Total number of calls that were transferred to a Response Group agent. When you click this item, the report shows you the Response Group Call List report for the selected time period.

Answered calls

No

Total number of calls that were actually answered by a Response Group agent. When you click this item, the report shows you the Response Group Call List report for the selected time period.

Percentage of abandoned calls

No

Total number of calls that were received by the Response Group application but were never answered by an agent. This is calculated by subtracting the Answered calls from the Received calls, and then dividing that value by the number of received calls. For example, if you have 10 received calls and seven were answered, you would subtract seven from 10, leaving three unanswered calls. That value would then be divided by 10, giving you an abandoned call percentage of 30%.

Average call minutes by agent

No

Average amount of time a Response Group agent spent on a call.

Transferred calls

No

Total number of Response Group calls that were transferred because of a queue timeout or queue overflow. When you click this item, the report shows you the Response Group Call List report for the selected time period.

 
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