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Setting default report parameters
About default report parameters
If you generate the same types of reports in One Net Call Centre regularly, you can choose to set some default parameters. You can override the default parameters when you create reports.
Setting default report parameters
To set your default report parameters
You can set default parameters for reports in Settings. When you create a report, you can temporarily change the parameters.
- Select Settings > Report.
- Enter a call completion interval time from 1 to 7200 seconds.
- Enter a short duration call cut-off time from 1 to 7200 seconds.
- Enter a service level from 1 to 7200 seconds.
- Enter an abandoned call interval time from 1 to 7200 seconds.
- Select the first day of weekly reports.
-
Select or clear default options for service level calculations.
If you selected Include abandoned calls except in defined interval, enter a time interval from 1 to 7200 seconds.
To set your default time and date formats for reports
You can set default formats for time and date in Settings. When you create a report, you can temporarily change the formats.
- Select Settings > General.
- Select a date format option.
- Select a time format option.
Report parameters
You can set default values for the following report parameters.
Default thresholds
Default thresholds apply only to calls that are automatically distributed (ACD calls).
- Call completion
The time interval in seconds during which completed calls are counted. For example, you choose 1000 seconds. When you generate a report, One Net Call Centre counts how many calls are completed for 1000 seconds, and then produces a report showing the results. The report only shows the calls for the service level you selected.
- Short duration call
The cut-off time in seconds for a short duration call. For example, if you choose 1000 seconds, reports show any call shorter than 1000 seconds as short duration calls.
- Service level
The time in seconds for each service level. You can have up to five service levels.
Service level objectives are goal thresholds you choose for a queue or a central number. For example, you could have a goal to answer 80% of support calls within 30 seconds, and 95% of support calls within one minute. For this scenario, select 30 seconds for your first service level, and 60 seconds for your second service level.
- Abandoned call
The time interval in seconds during which abandoned calls are counted. For example, you choose 1000 seconds. When you generate a report, One Net Call Centre counts how many calls are abandoned for 1000 seconds, and then produces a report showing the results. The report only shows the calls for the service level you selected.
Default start day of the week
The default start day of the week applies only to weekly reports. The day you select is the first day of the reporting week.
Default service level calculations
Use these settings to include or exclude the options below from service level calculations.
- Include overflow time transferred calls
Calls that are transferred because they have waited too long are included.
- Include all other transfers
Calls that are transferred for reasons other than overflow are included.
- Exclude abandoned calls
No abandoned calls are included.
- Include all abandoned calls
All abandoned calls are included.
- Include all abandoned calls except before entrance completes
All calls abandoned after the entrance message has finished playing are included.
- Include abandoned calls except in defined interval
All calls abandoned after your chosen time interval are included.
- Defined interval for abandoned calls
This setting applies only if you have selected Include abandoned calls except in defined interval.
The time interval after the call is first connected.
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