Understanding Call Summary Table Columns
The Call Summary Report table offers a comprehensive breakdown of call activity for users. This guide helps you understand each column and interpret the data effectively.
Table Columns Overview
The following columns provide key metrics in the Call Summary Report:
| Column | Description |
|---|---|
| User | Displays the name of the user associated with the call. |
| Total Interactions | Total number of calls (inbound, outbound, internal) for the user. |
| Inbound | Number of inbound calls received. |
| % Inbound | Percentage of total interactions that are inbound. |
| Total Duration | Combined duration of all inbound calls. |
| Avg Duration | Average duration of inbound calls. |
| Outbound | Number of outbound calls made. |
| % Outbound | Percentage of total interactions that are outbound. |
| Total Duration | Combined duration of all outbound calls. |
| Avg Duration | Average duration of outbound calls. |
| Internal | Number of internal calls (within the organization). |
| % Internal | Percentage of total interactions that are internal. |
| Total Duration | Combined duration of all internal calls. |
| Avg Duration | Average duration of internal calls. |
| Forwarded | Number of calls forwarded. |
| % Forwarded | Percentage of total calls that were forwarded. |
| Total Duration | Combined duration of forwarded calls. |
| Avg Duration | Average duration of forwarded calls. |
| Voicemail | Number of calls that reached voicemail. |
| % Voicemail | Percentage of total calls that went to voicemail. |
| Total Duration | Combined duration of calls that reached voicemail. |
| Avg Duration | Average duration of voicemail calls. |
| Abandoned | Number of calls abandoned before being answered. |
| % Inbound Calls | Percentage of inbound calls that were abandoned. |
| Wait Time Before Abandoned | Average time the caller waited before abandoning the call. |
Key Notes
Duration Metrics
- Formatted Durations:
- Durations are displayed in a user-friendly format, e.g.,
2 m 30 sfor 2 minutes and 30 seconds.
- Durations are displayed in a user-friendly format, e.g.,
Missing Data
- "N/A" Values:
- Metrics that are unavailable or not applicable are shown as
N/A.
- Metrics that are unavailable or not applicable are shown as
Percentage Calculations
- Rounded Percentages:
- Percentages are rounded to two decimal places for clarity, e.g.,
50.00%.
- Percentages are rounded to two decimal places for clarity, e.g.,
Example Table
Here’s an example of a Call Summary Report table:
| User | Total Interactions | Inbound | Outbound | Internal | Voicemail | Abandoned |
|---|---|---|---|---|---|---|
| Jeremy Franc | 10 | 2 | 4 | 3 | 1 | 0 |
| Jon Snipes | 9 | 4 | 4 | 0 | 0 | 1 |
| Nathaly Alarcon | 9 | 4 | 0 | 3 | 1 | 1 |
How to Use This Information
The Call Summary Report provides actionable insights:
- Spot Trends: Identify users with high call activity or frequent abandoned calls.
- Analyze Performance: Assess user efficiency using total and average call durations.
- Optimize Workflows: Use data on forwards, voicemails, and abandoned calls to refine processes.
Understanding these columns allows organizations to improve call performance, streamline workflows, and enhance overall efficiency.