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Report type: QUEUE/IVR Search

Report for QUEUE´s & IVR´s

First, make sure to select Queue/IVR in the top menu.

Type in one or more Queue extensions or names for your search. You can also type in ‘All’ to select all extensions available → set from and to date → now select the time interval you want to search for (choose between 15-, 30-, 60 min, or per day) Decide if you want a call going from one Queue to another to be shown as Abandoned (as in the standard 3CX), by selecting “Ignore Queue Redirect” (Our JEDWare standard is to only show a Call as abandoned if the call is really lost – and we, therefore, haven’t selected the the “Ignore Queue Redirect” as a Standard) → click on Search. You will be presented with a report for the selected Queues / IVRs, e.g. how many incoming calls overall, talking time in total, how many calls answered, and how many calls have been lost. We also show the actual numbers in %.

With the Ignore Queue Redirect, you will have to decide if you want to see the reports from the Callers Perspective (“Ignore Queue Redirect” OFF), or from Your Teams Perspective (“Ignore Queue Redirect” ON) 

Many Customers have a Main Queue, that overflow to another Queue, which again overflows to a Third Queue, if you want to measure the Queue Performance, please select “Ignore Queue Redirect”, but if you measure on the Callers Experience, please Leave the “Ignore Queue Redirect” off. Hope this make sense:-)

We show an overview of Total Inbound Calls, Calls answered, SLA Breach, and Lost Calls, beside of average waiting time, average talk time, average waiting time for lost calls, and average waiting time for answered calls, and we have an Avg. Calls pr. Hour, calculated from the first call on the day until the last call on the day. This will also give you an indication of how many calls each agent has answered.

 

Scroll a little further down the page and you find a detailed report separated by the time interval that you have chosen.

Click on the time interval to roll out the list of calls. From here, you can click on a specific call to see the call flow, which provides in-depth information on the call, from start to finish

At the bottom of the report, Click on Call Graph, and you will see the call graph. The graph is separated into the same time intervals, as you have chosen in your search. The graph gives you the same type of calls, as you have chosen in your search filters when searching. Additionally, it will also give you the total amount of waiting time for the time interval. The waiting time is shown in seconds. 

 

To see the difference by using the Ignore Queue Redirect, please compare the below, that is the exact same  search, one with the Ignore Queue Redirect off, and the other with Ignore Queue Redirect on:

Without “Ignore Queue Redirect” Selected
 

With “Ignore Queue Redirect” Selected

Without “Ignore Queue Redirect” Selected

With “Ignore Queue Redirect” Selected

Without “Ignore Queue Redirect” Selected

With “Ignore Queue Redirect” Selected

Without “Ignore Queue Redirect” Selected

With “Ignore Queue Redirect” Selected

All in all, you will have to decide if you want to see the report from the Callers Perspective (“Ignore Queue Redirect” OFF), or from Your Teams Perspective (“Ignore Queue Redirect” ON)

Find more Reports info in the posts below

Contact:

JED IT- & Teleservice ApS

Bogensevej 90, DK-5270 Odense N, Denmark

VAT: DK-35653821

Phone +45 70 222 084

e-Mail: [email protected]

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