Callflow Analysis Reports
List of recommended reports to analyze callflows and to answer routing questions.
In general, every call that comes into the system is always processed in the same way:
CallType - SkillGroup - (Team -) Agent
The Team is in brackets as a call does not get routed to a team, but to an agent. An agent is only part of a team.
Answer Reference Reports
Based on the knowledge explained above, the following questions can be answered:
- Where and by whom were the calls answered (when looking at the process from a CallType perspective)
- Where did the calls come from? (when looking at the process from an agent's perspective)
The following reports can be used to answer these questions: