Call Activity Overview Report

Required Constraints Tab

At the Required Constraints tab of the Execute/Define Reports screen, specify the date and time settings for the report.

Additional Constraints Tab

At the Additional Constraints tab, the default constraints for a Call Activity Overview report are:

• Each organizational level you defined when installing the product

• Owner Name

• Abandoned

Click the Add Additional Constraints list box to include more constraints in your search criteria.

Options Tab

At the Options tab, the options available will not be the same from one report type to another. Only those options that apply to the selected report will appear. The options available with the Call Activity Overview report are:

Group by Code Instead of Name: This check box controls how organizational reports are organized. If it is selected, grouping is done by organization code. If the check box is not selected, grouping is done by organization name.

Show report parameters on 1st page: If you select this check box, then a header page for a report will be created.  This page displays the options selected, filters, and other settings that went into making up the report.

Show unassigned calls only: Unassigned calls are those calls that have been processed but couldn't be matched with the person who placed or received a call. By checking this box, a report will display only those records that are not assigned to a user.

Tandem calls: Include combined calls, exclude original calls: If you select this check box, then the report will include regular calls not subject to reconciliation as well as the combined calls created by the reconciliation. The calls used to create the combined matched calls will be excluded from the report.

Note: This option appears only if the Call Reconciliation option is turned on.

Layout Tab

At the Layout tab, the options available will not be the same from one report type to another. Only those options that apply to the selected report will appear. The option available with a Call Activity Overview report is:

Summarize/Group on this Level and Above: This list box contains a list of grouping levels. When you select a level, the report will summarize on that level and all levels above it.  The level you choose collapses into a single summation line. The summarizing levels available with a Call Activity Overview report are:

• Each organizational level you defined when installing the product

• Owner Name

 

The Call Activity Overview report generates bar charts that simultaneously displays average usage by day of week for a user, department or other organizational activity based upon average call volume, average duration and average cost.