What’s inside
- 12 sheets by default (overview, trends, queue/agent detail, abandons, SLAs, exports).
- Built from your latest call data; external customer calls only.
- Defaults: SLA 20s; short abandons 0–6s; long abandons ≥6s.
Sheets in the pack
- Executive Summary: headline KPIs for the period.
- Queue Overview: offered, handled, abandons, answer %, SLA % per queue.
- Queue Detail: deeper queue stats with short/long abandon splits.
- Daily Breakdown: day-by-day offered/answered/abandon with SLA.
- Intervals (15m): intraday view for peaks and staffing.
- Agent Totals: handled/ACD times per agent.
- Agent by Day: daily agent performance.
- Agent by Day (List): compact version for quick scan.
- By Queue Summary: per-queue summary with SLA/answer rates.
- By Queue Detailed: extended per-queue metrics (waits, abandons).
- DOM/Answer: day-of-month answer/abandon distribution.
- Schedules & Emails: recent runs and email events (when enabled).
If you need fewer sheets, ask your admin to request a subset.
Preview a report
- Select your tenant and date range, then click Preview.
- See the headline KPIs before you download.
- Use the queue picker to focus on specific queues.
Schedule by email
- Set the date range and queue, add recipients, and choose whether to include CSV exports.
- Emails include a parameters table so you know which filters and thresholds were used.
- Change recipients or cadence any time from the Schedules tab.
Sheet selection
- The default pack includes all 12 sheets. Your admin can request a subset if needed.
- CSV attachments mirror the visible sheets when enabled.
Good to know
- Abandoned calls are counted when they’re never answered anywhere (customer outcome view).
- Calls answered elsewhere don’t count as abandoned; if you need a queue-only view, ask your admin.
- If a report seems stale, run a fresh preview for your dates or ask for a new schedule.
Help with reports
- Missing data? Confirm the tenant, date range, and queues selected.
- Didn’t receive the email? Check spam and verify the recipients list in Schedules.
- Still stuck? Share the tenant and date range with your admin for a re-run.