User Manual

Chapter 3: The Reports
AltiReport Manual 61
2207 - Workgroup Inbound Call Handling Summary
Description: Reports call handling for all inbound calls, including answered calls,
abandoned calls and overflowed calls, for the specified workgroup.
Report Options
1. Select an agent, if you want only that agent’s workgroups to appear in the
workgroup selection list.
2. Select workgroup(s).
3. Choose how you want the data summarized (by day, week, or month).
4. Specify a time range for the report.
5. Narrow the report to specific days of the week an
d a span of time (optional).
6. Select a group-by option.
7. Specify whether to include empty records.
8. Click Run Report to
run the report.
9. Select the export format (HTML, PDF, Excel) and wheth
er to separate the report
results into several files and/or export only specified pages.
Figure 20. This report shows inbound call handling data for workgroup 450 during the month
of May, in weekly intervals. Subtotals and grand totals are given.