The IVR Routing Callback reports are listed below:
• Callback Queue Performance by Agent
• Callback Queue Performance by Period
• Callback Queue Group Performance by Agent
• Callback Queue Group Performance by Period
• Callback Queue Group Performance by Queue
IVR Routing Callback Queue Performance by Agent
The IVR Routing Callback Queue Performance by Agent report shows the callback performance of each agent and enables comparison of one agent's performance relative to other agents. (See Figure 175.)
The IVR Routing Callback Queue Performance by Agent report provides the following information:
Figure 175: IVR Routing Callback Queue Performance by Agent
IVR Routing Callback Queue Performance by Period
The IVR Routing Callback Queue Performance by Period report provides callback traffic level highs and lows, and the service level provided during these time periods. Callback activity is shown across 15-, 30-, or 60-minute intervals for the shift duration and days you specify. (See Figure 176.)
The IVR Routing Callback Queue Performance by Period report provides the following information:
Figure 176: IVR Routing Callback Queue Performance by Period
IVR Routing Callback Queue Group Performance by Agent
The IVR Routing Callback Queue Group Performance by Agent report shows the callback performance of each agent and enables comparison of one agent's performance relative to other agents. (See Figure 177.)
The IVR Routing Callback Queue Group Performance by Agent report provides the following information:
Figure 177: IVR Routing Callback Queue Group Performance by Agent
IVR Routing Callback Queue Group Performance by Period
The IVR Routing Callback Queue Group Performance by Period report provides callback traffic level highs and lows for the specified queue group, and the service level provided during these time periods. Callback activity is shown across 15-, 30-, or 60-minute intervals for the shift duration and days you specify. (See Figure 178.)
The IVR Routing Callback Queue Group Performance by Period report provides the following information:
Figure 178: IVR Routing Callback Queue Group Performance by Period
IVR Routing Callback Queue Group Performance by Queue
The IVR Routing Callback Queue Group Performance by Queue report shows performance statistics for the specified queue group over the selected time period. (See Figure 179.)
The IVR Routing Callback Queue Group Performance by Queue reports provides the following information:
Figure 179: IVR Routing Callback Queue Group Performance by Queue