Overall Report
The Overall Report displays a summary of calls that were transferred, abandoned and overflowed from each queue.
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To generate an Overall report: |
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1.
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Open the Overall Report page (Reports > Call Queues Reports > Overall); the following appears. |
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2.
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Select the appropriate filter fields to generate your report: |
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Date From: Display this report for a specific date/time range. |
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Date To: Display this report for a specific date/time range. |
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Call Source: Display information that is related to a specific source number. |
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Call Routed: Display information that is related to call that was routed to a specific destination. |
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Call Duration: Display information that is related to a specific duration of a call. |
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Call Disposition: Display information that related to calls that ended with a specific disposition or “Any’. For an explanation of the different call disposition, refer to Call Dispositions. |
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DNIS: Defines the internal phone number that is called to access Voca. You can select the appropriate value from the drop-down list. |
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Timezone Display Mode: Display this report in different time zones. The time zone of calls can be one of the following options: |
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Tenant time zone: Display the information in this report based on the tenant configured time zone. |
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Flow time zone: Display the information in this report based on the time zone configured under the Telephony Setting settings. |
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Local time zone (Web): Display the information in this report on the browser local time zone. |
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The following is a description of the report fields. |
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Report Column
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| Disposition |
Displays the disposition of the call.
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| Total Calls |
Displays the total number of calls each disposition.
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4.
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Click Generate to generate the report; click Export CSV to export the report in CSV format. |
