Department Performance Report

Date Selection

  • Click on the date selection tool, as shown in the screenshot above.
  • The date selection tool allows users to define the time range for the dashboard data. Users can select predefined ranges (e.g., Last 7 Days, Last Month) or choose a custom time frame by specifying start and end dates/times. However, the filter allows the selection of a maximum of 30 days in one go to ensure optimal performance and data accuracy.
  • Click on the Hourly Time Period option to retrieve the department performance report on an hourly basis.

Filter by Department

  • To filter the report by specific department:
  1. Click Department name in the top-left corner of the page.
  2. Enter the name of the department.
  3. Click Search to apply the filter.

Field Descriptions

  • The report consists of the following fields:

Field

Description

Department (ID)

The name of the department.

Total Calls

The total number of calls received by the department.

Average Number of Calls/Day

The average number of calls received per day.

Formula: Total number of calls / Number of days.

Average Call Handling Time

The average time taken to handle a call.

Formula=Total time taken to handle calls/Total number of calls.

Answered Call Rate

The percentage of calls answered by the department.

Formula: (Answered calls / Total calls)* 100.

Answered Calls

The total number of calls answered by the department.

Missed Call Rate

The percentage of calls missed by the department.

Formula: (Missed calls / Total calls)* 100.

Missed Calls

The total number of calls missed by the department.

Unique Callers

The total number of unique callers to the department.

Unique Answered Call Rate

The percentage of unique calls answered by the department.

Formula: (Unique answered calls / Total calls)* 100.

Unique Answered Calls

The total number of unique calls answered by the department.

Unique Missed Call Rate

The percentage of unique calls missed by the department.

Formula: (Unique missed calls / Total calls)* 100.

Unique Missed Calls

The total number of unique calls missed by the department.

Total Call Handling Time

The total time spent handling calls.

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Duration/Time is shown in HH:MM:SS format.


Export Report

FeatureDescription
ExportProvides an option to export the current report data in a file format such as Excel or CSV for external use.