The ‘inbound calls’ report includes; Team ID, Description, Last Agent Dialled, User Name, Call Date, Number of calls, Call Setup (seconds), Queue Time, Talk Time and Total Call.
To view your inbound calls, click on the Cloud Contact Centre 'Inbound Calls' button as shown above:
The following 'Search' window will be displayed:
The report can be viewed by 'Dashboard', 'Summary' or 'Detail'. in the example shown below the 'Dashboard' view is displayed.
Hovering your mouse over graph lines on the dashboard will display a 'summary' of call information. Click to open up the 'Summary' view as shown in the example below.
To view more detail of individual agents call information, click on the expand symbol as shown in the example below (TCM Agent-1-Pfono).
You will now see a detailed list of every inbound call to agent 3031
Product Video:
This short video shows you how to access Reporting Services, and manage your reports, including the Inbound Calls report:
Related posts:
Reporting Services| what reports are available for contact centre
Reporting Services| where-can-i-see-agent-availability-reports
Reporting Services| where-can-i-see-my-outbound-call-reports
Reporting Services| where can i see my contact centre reports
Reporting Services| how-do-i-use-the-navigation-tool-bar
Reporting Services| how-do-i-export-my-reports
Quiz Link Test:
Think you know about Cloud Contact Centre, try this fun quiz to find out how much you do know
Under development - January, 2022