Viewing reports on calls made

Users with administration permissions can view call reports in the section Reports > Advanced.

Users with administration permissions can view reports on calls in the Home / Reports section.

In this section you can visualize graphics and consult the data of made or received calls:

• Abandonment percentage: percentage of callers that hang up before being attended.
• Answered: number of answered calls.
• Average answered calls: percentage of answered calls.
• Average duration: average duration of calls (in minutes).
• Average time with agent: average duration of an answered call.
• Blocked: number of blocked calls (which have given “busy”).
• Cost: cost in euros of the calls made.
• Unanswered: number of unanswered calls.
• Service level: percentage of calls answered before the service level specified in the filters.
• Queue time: time in minutes that a caller is waiting to be attended during the interval.
• Totals: number of received calls.

You will be able to select one of the indicators to visualise it as a graph and compare it between both datasets and even export it to a .csv file for further editing.

For more information about the use of the filters see the help section.

Note: If you do not have this functionality and would like to use it, please contact us at info@monema.com to consult the conditions.