Evaluate reports
VisualGroups reports are created as PDF files per queue. If you have more than one queue you receive an additional report with a summary of all queues.
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For queues where no calls have been detected in the logging time, there will be no reports. The queues will, however, appear in the summary.
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VisualGroups reports include the following reports:
Queues
Total of all CallsAnswered callsMissed callsAverage talk time of all usersAverage waiting time of all callersService level: Service level, relation between answered and missed calls (including missed calls due to fowarding).Example:
A queue has a total of 10 calls and, 6 of them have been taken and 4 missed. 2 of the missed calls have been forwarded to a number defined by the Administrator (“Missed due to forwarding”).
In this case the service level is 60%.
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If in this period no calls have been received the service level is 100%.
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Redirection: Cause of the forwarding of calls to a number defined by the AdministratorAccepted by forwarding: Amount of calls that have been forwarded to a number defined by the Administrator.|
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“Forwarding” and “Missed by forwarding” appear only if an appropriate number has been defined and calls have been forwarded in this specific time frame.
See also the SwyxWare Documentation for administrators.
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Impact of the forwarding on the service level in percent (“-” = negatively)|
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Calculation formula: 100% * Answered / (Answered + Missed)
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Users
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The user information appear only if the user-specific information have not been deactivated in the report. See Userinformation in report.
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Answered calls (answered personally by the user + forwarded by other users)|
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For a call which has been forwarded to a user by another user two calls will appear in the report.
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Percentage of total of answered calls in the queueMissed calls|
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The number of your own missed calls can be higher than the total number of missed calls. If a call is forwarded to a user more than once, e.g. one time automatically by system and one time by another user, each failed call delivery attempt is counted as a missed call of the respective user. For a queue a call is only counted as missed if the call is not answered by a user within the defined maximum waiting time for callers.
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Percentage of total missed calls in the queueAverage talk timeRelative percentage of total talk time in the queueExample 1:
A queue has a total of 40 calls and an average talk time of 2:00 min.
User A with an average talk time of 3:00 min has a value of +50% since 3:00 min are 1 min more than the total average of 2:00 min and 1 min is 50% of 2:00 min.
User B with an average talk time of 1:30 min has a value of -25% since 1:30 min are 30 sec less than 2:00 min and 30 sec is 25% of 2:00 min.
Example 2:
A queue has a total of 8 calls.
User A has 7 answered calls with an average talk time of 2:00 min.
User B has 1 answered call with an average talk time of 10:00 min.
The total average talk time in the queue is (7 x 2) + (1 x 10) = 24 / 8 = 3:00 min.
Answered calls, Missed calls and Average talk time
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Answered calls
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Total of calls which have been answered by all users of the queue
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Both, automatically forwarded calls and calls forwarded by other users, which have been answered by the user
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Missed calls
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 no user has answered the call within the defined maximum waiting timethe caller dropped the call before a user could answer the call |
the user has not answered the call within the defined timethe caller dropped the call before the user could answer the call |
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Average talk time
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Average talk time of all users, calculated from the total talk time of all calls
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Average talk time, calculated from all calls the user has answered, including calls forwarded by other users
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Last modified date: 08/12/2019