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[ACD] Call Handling Report

[ACD] Call Handling Report

Owned by Kathleen Glica
Jul 24, 2024
2 min read

The content in this article is appropriate for: Administrators and Supervisors

To access this report, click Agent Management in the left-hand navigation bar to drop down the available page options, then click Call Handling.

This report will show you the breakdown of calls handled by Team (Program or Campaign level)

Features:

  • Search for a specific Program/Client ID, Team ID, or Team

  • Display only a selected date range

    • Click either the From [date] and/or Through [date] to select a range for viewing

      A calendar will pop up, allowing you to select a date.

Displayed on this page will be:

  • Program/Client ID

  • Team ID

  • Team: you can click on the name to drill down into the campaign/program for more details

    • Campaigns will appear left justified

    • Programs will appear right justified and in bold text

  • Calls

💡All of the information displayed on this report can also be viewed on the Service Level Report page.

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