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Call Detail

The Call Detail section, in the IT Contact Analytics Detail dashboard, provides graphical representations of the call details such as, the Call Volume, Percentage of Abandoned Calls, Average Speed of Answer, Average Call Handle Time, and Average Time to Abandon the call. You can select the appropriate tab to view the details as a graph.

• X-axis represents the time range.
• Y-axis represents the number of incoming and answered calls (columns) and the value of appropriate metric for each tab.
• The columns represent the volume of incoming calls (Call Volume) and the number of calls answered (Answered Calls). These columns remain the same for each of the tabs; only the line graph varies across the tab sections.

Usage Example:

If you want to view the call details for the last week for a specific Skill group, perform the below tasks:

1. In the Select Skill hierarchy, from the Skill Level drop-down list, select the skill group you want to view the details.

Note: The Skill Levels provide you the skill groups in a hierarchical manner. You can start selecting from the highest Skill Level to the lowest Skill Level. The highest Skill Level is the parent skill and rest of the Levels are the children skills. For Example, start selecting from the and go on selecting the Skill Levels in an descending order till the Skill Level 0. However, you do not have any constraints from selecting directly from the Skill Level 0 as well without selecting a value from the parent Skill Level. But when a parent skill value changes, the corresponding children skill values are reset to All.

2. Select the Weekly tab.

You can now view the required details in this section. Hover over a point in the line graph or on the columns of the bar graph to interpret the data through a tool tip. The legends depict different metrics.