Report Views #
~.Dimensions.~ provides a set of fixed ''Report View', each of which focuses on a specific aspect of communications. These views are designed to provide insights into specific areas of communication (e.g. Long Calls, Lost Calls etc.).
Long Calls #
Provides information about the longest calls that have taken place within the selected time period. It provide quick access to review the which calls are taking the most user time, which in turn helps to identify potential issues with call handling and also identify customers that may require special attention.
Lost Calls #
Provides information about calls that were not answered by an agent. This can be used to identify potential issues with call handling, such as insufficient staffing levels.
Repeat Calls #
Provides information about customers that have made multiple calls within a short period of time. This can be used to identify potential issues with customer satisfaction, such as customers that are not having their issues resolved on the first call.