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Download WP_CallCenter_User_Manual
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User Manual Page 2 of 56 INDEX What is WP CallCenter Inbound? .....................................................................................4 Logging on to WP CallCenter Inbound .............................................................................5 License information ........................................................................................................7 Running a report ................................................................................................................7 Quick activity reports .....................................................................................................7 Agent report ....................................................................................................................9 Custom reports ...............................................................................................................9 Understanding results: Common header.....................................................................11 Understanding results: Answered calls.......................................................................11 Agents on queue ........................................................................................................11 Service level agreement ............................................................................................12 Disconnection causes.................................................................................................12 Transfers ...................................................................................................................12 Answered calls by queue...........................................................................................13 Detail of answered calls ............................................................................................13 Understanding results: Unanswered calls ..................................................................13 Disconnection causes.................................................................................................15 Unanswered calls, by queue .....................................................................................15 Details of unanswered calls ......................................................................................15 Understanding results: Call distribution ....................................................................15 Call distribution per day...........................................................................................16 Call distribution per hour .........................................................................................17 Call distribution per day of week .............................................................................18 Understanding results: Agent activity ........................................................................18 Agent availability......................................................................................................21 Session and pause duration ......................................................................................21 Answered calls...........................................................................................................21 Answered calls by service groups .............................................................................21 Session details ...........................................................................................................21 WP CallCenter Inbound Version: 19/01/06
