Call Type Today

This real-time report measures today’s performance (so far) at handling each type of call. How quickly are calls being answered and how quickly are they being handled? How many calls are being answered within service level? What volume of calls has come in today? Have any customers abandoned and has there been any overflow?

This report may be found in the following path: Root > Reports > Voice Reports for Cisco > Real-time.

The report is based on the Call Type model and includes the following columns for each call type. Note that midnight is determined according to Central Controller Time.

Service Level Today

The number of calls answered or abandoned within service level since midnight, expressed as a percentage of all calls answered or abandoned since midnight.

ASA Today

Average Speed of Answer (ASA). Of all the calls that have been answered since midnight, this is the average time that any of those calls waited before being answered.

Calls Offered Today

The number of calls offered since midnight.

Calls Handled Today

The number of calls handled since midnight.

Calls Abandoned Today

The number of calls abandoned since midnight, including queued calls, non-queued calls, and calls at the agent desktop.

Overflow Out Today

The number of calls that have been overflowed to another call type since midnight.

Avg Handle Time Today

Of all the calls that have ended (completed wrap) since midnight, this is the average handle time, which includes talk time, hold time and wrap time.