Inbound Call Performance

Introduction

This report shows in-depth response times for all your inbound traffic over each year, month and day.  This report is ideal for organisations whose call volumes may fluctuate as it's easy to identify busy periods when extra staff may be required.

It's also a perfect report for comparing year on year traffic or identifying spikes in call volumes as a result of recent advertising or marketing activity.

Example output

Features

The report allows you to see call activity at a glance, showing call volumes for inbound, lost and outbound calls.

By looking at call volumes by period and your corresponding response times, you can easily identify problem areas. e.g. do your response time vary from month to month?  Are you particularly bad at answering calls during busy periods?

When running as a web-report, you may click on any of the hyperlinks to drill-down and get a more detailed breakdown.  In the example above, you could click on any month to get a full call performance report for each day of that month.

Options

You may define your own thresholds and these can vary from department to department.  You may also define which year or month you would like to report on as well as define whether that report should refer to your whole organisation or a specific problem department.

Return to reports