Report 4.10 - Inbound Interactions Distribution

Interval report broken out annually, monthly, day of week, or hourly and provides Inbound and Abandoned counts for calls, chats, and emails.

Parameters:

  • Customer Database – source database
  • Manual Start Date
  • Manual End Date
  • Period - Choices are Custom, Last Hour, Today, Yesterday, Last Week, This Month, Last month, Last Year, This Year, Last 7, 14, 21 or 30 Days
  • Calculated Start Period
  • Business Process – multi-value parameter
  • Period Buckets Displayed – defines how to show groups (horizontally/vertically)
  • Demands
  • Time Zone - customer’s time zone by Default
  • Display Language
  • Calculated End Period
  • Period Buckets – period group value (hour of day/day of week/weekly/monthly/yearly)


Fields:

  • Period
  • Total Inbound Calls – count of inbound calls
  • Total Abandoned Calls – count of abandoned calls
  • Calls Abandoned % - percentage of abandoned calls
  • Total Inbound Chats – count of inbound chats
  • Chats Abandoned % - percentage of abandoned chats
  • Total Inbound Emails – count of inbound emails
  • Total Inbound Voicemails – count of inbound voicemails