Call duration per customer

PCA_Customer_Minutes_per_Agent

Description:

Call duration per customer, differentiated according to outgoing and incoming (dark blue = direct, light blue = forwarded) calls. The customers are always arranged in alphabetical order.
To analyze the call duration with a customer, click on the bar of the customer. A new graphic opens with the Call duration with the customer over time.

Filter:

  • Selected customers or Top 5 / Top10 / Top20 / all
  • Selected employees / teams
  • Time period
  • internal/external or all calls

The following are displayed:

  • Total call time of outgoing calls / customer
  • and
  • Total call time of incoming calls / customer
  • or
  • Total call time of forwarded incoming calls / customer
  • Total call time of directly accepted incoming calls / customer

PCA_Graph_Menu_Open Settings:

    Display incoming forwarded calls

    Via this setting, it is possible to evaluate the incoming calls differentiated by forwarded or directly accepted calls.

    Display internal company calls with groups

    Via this setting, it is possible to display the company's own internal calls under the company name as well as differentiated by departments. The following applies: If an employee is assigned to several departments, the call is also classified in each of his departments. If an employee is not assigned to a group, he is counted under the bar with the company name.

Version 6.0