Channel Utilization Summary Report
The Channel Utilisation Summary report helps you to optimize staffing. Ascertain the number of concurrent channels utilized for each trunk, access detailed call statistics and identify call trends and strategies accordingly.
To view all your channel utilization summary, follow these steps:
-
Click on the Reporting > Channel Utilization Summary tab on the side-navig,ation.
-
Click on Select Any Trunk and choose the trunk for which the summary is required.
-
Click on the dates in the bar and then select the time period for which details are required.
-
Click Search.
Graph Report
This button will help you to view the report in a graphical manner.
-
Click Graph Report in top-right corner.
-
Click Save as JPEG to save the report in JPEG format.
| Field | Description |
|---|---|
| Date | The date on which the channel was used. |
| Max Concurrent Channel | The maximum number of calls running on a channel at one time. |
| Total Time Utilised(Leg A) | Total time taken by calls until received by the agent. |
| Total No. Of Calls(Leg A) | Total number of calls until received by the agent. |
| Avg Call Duration(Leg A) | Average call duration until received by the agent. Formula= Total call duration until received by the agent/total number of calls until received by the agent. |
| Min Call Duration(Leg A) | Minimum duration of the call until it is answered by the agent. |
| Max Call Duration(Leg A) | Maximum duration of the call until it is answered by an agent. |
| Total Time Utilised(Leg B) | Total time taken by calls after being received by the agent. |
| Total No. Of Calls(Leg B) | Total number of calls after being received by the agent. |
| Avg Call Duration(Leg B) | Average call duration after being received by the agent. Formula= Total call duration after being received by the agent /total number of calls after being received by the agent. |
| Min Call Duration(Leg B) | Minimum duration of the call after being received by the agent. |
| Max Call Duration(Leg B) | Maximum duration of the call after being received by the agent. |
| Export Raw Data | Export single channel data in CSV format. |
Updated 11 months ago