Department Performance Report

The Department Performance Report allows you to view the performance reports for various departments, including the total number of calls received, answered, missed and the number of unique callers. It will help the user determine which departments are receiving more calls and which are receiving fewer calls, allowing them to adjust their strategy to increase efficiency.

To view the department performance report, click on the Reporting > Department Performance Report tab on the side-navigation.

Department Name

It helps you filter out the report by department.

  1. Click Department Name present on the top-left corner.

  2. Search the department for which you want to see the stats.

  3. Click Search.

Department perfomance report

The report consists of the following fields:

FieldDescription
Department (ID)Name of the department.
Total CallsTotal number of calls received by the particular department.
Answered CallsTotal number of calls answered by the particular department.
Missed CallsTotal number of calls missed by the particular department.
Answered Call RatePercentage of the calls answered by the particular department. Formula= (Answered calls/Total calls) * 100
Missed Call RatePercentage of the calls missed by the particular department. Formula= (Missed calls/Total calls) * 100
Unique CallersTotal number of unique callers to the particular department.
Unique Missed Call RatePercentage of unique calls missed by the particular department. Formula= (Unique Missed calls/Total calls) * 100
Unique Missed CallsTotal number of unique calls missed by the particular department.
Unique Answered Call RatePercentage of the unique calls answered by the particular department. Formula= (Unique answered calls/Total calls) * 100
Unique Answered CallsTotal number of unique calls answered by the particular department.
Total Call Handling TimeTotal time to handle calls.
Average Call Handling TimeAverage time to handle call. Formula=Total time taken to handle calls/Total number of calls.
Average Number of Calls/DayAverage number of calls per day. Formula= Total number of calls/ Number of days.