The General Call Traffic Report is a high-level management report that allows you to comprehensively analyze your call center's daily performance, call volumes, and staff login statuses.
Purpose
The primary purpose of this report is to provide operation managers with answers to the questions "How much traffic did we experience?" and "How many people were in the system to meet this traffic?" on a single screen on a daily basis. It aims to perform capacity and efficiency analysis by comparing inbound and outbound call traffic with the number of users logging into the system based on dates.
Features
Unlike detailed call lists, this report presents data in daily summaries and possesses the following capabilities:
Hybrid View: Displays both inbound and outbound call data comparatively in the same row.
Workforce Tracking: Reports not only the calls but also the number of personnel in different roles (Manager, Supervisor, Agent, etc.) who logged into the system that day.
Total Effort Analysis: Calculates the general workload based on total talk times and total call counts.
Benefits
Using the General Call Traffic report provides your business with strategic advantages in the following areas:
Capacity Planning: You can optimize shift planning by observing which days call traffic increased and how many representatives were working on those days in response.
Efficiency Measurement: By comparing "Total Duration" and "Total Call Count," you can analyze whether a high volume of short-term calls or long-term complex calls were received.
Login Audit: You can audit how many people (Agents, Supervisors, etc.) logged into the system that day according to the shift plan.
Report Filters
The following basic filter is used to analyze data for specific periods:
Date: Determines the time period the report will cover.
Report Columns and Descriptions
Column Name | Description |
Date | Shows the day/date information of the data. |
Incoming Calls | The total number of inbound calls reaching the switchboard on the relevant date. |
Answered Incoming Calls | The total number of inbound calls answered by customer representatives. |
Missed Calls | The total number of calls that entered the queue but ended without being answered or were abandoned. |
Incoming Call Duration | The total talk time of answered inbound calls. |
Outbound Call Attempts | The total number of external call attempts made, regardless of whether they were successful or failed. |
Outbound Calls | The total number of outbound calls realized on the relevant date. |
Outgoing Call Duration | The total talk time of the outbound calls made. |
Total Number of Calls | The total transaction volume of the operation. (Formula: Inbound Calls + Outbound Call Attempts) |
Total Duration | The total speaking effort of the operation. (Formula: Inbound Call Duration + Outbound Call Duration) |
Logged Agents | The total number of customer representatives who logged into the system during the day. |
Active Users | The total number of unique users active in the system regardless of their role. |
Admins | The number of users with "System Administrator" privileges who logged into the system. |
Supervisors | The number of users with "Supervisor" privileges who logged into the system. |
Customer Representatives | The number of standard "Customer Representatives" who logged into the system. |
Extensions | The number of "Internal" users who logged into the system. |
Reporting | The number of users with only "Reporting" privileges who logged into the system. |
Usage
After selecting the date range, click the "Apply" icon.
Click the "Download" icon to export the report.
