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.
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Click Department Name present on the top-left corner.
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Search the department for which you want to see the stats.
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Click Search.
The report consists of the following fields:
| Field | Description |
|---|---|
| Department (ID) | Name of the department. |
| Total Calls | Total number of calls received by the particular department. |
| Answered Calls | Total number of calls answered by the particular department. |
| Missed Calls | Total number of calls missed by the particular department. |
| Answered Call Rate | Percentage of the calls answered by the particular department. Formula= (Answered calls/Total calls) * 100 |
| Missed Call Rate | Percentage of the calls missed by the particular department. Formula= (Missed calls/Total calls) * 100 |
| Unique Callers | Total number of unique callers to the particular department. |
| Unique Missed Call Rate | Percentage of unique calls missed by the particular department. Formula= (Unique Missed calls/Total calls) * 100 |
| Unique Missed Calls | Total number of unique calls missed by the particular department. |
| Unique Answered Call Rate | Percentage of the unique calls answered by the particular department. Formula= (Unique answered calls/Total calls) * 100 |
| Unique Answered Calls | Total number of unique calls answered by the particular department. |
| Total Call Handling Time | Total time to handle calls. |
| Average Call Handling Time | Average time to handle call. Formula=Total time taken to handle calls/Total number of calls. |
| Average Number of Calls/Day | Average number of calls per day. Formula= Total number of calls/ Number of days. |
Updated over 1 year ago