User guide

Unanswered Calls During Business Hours report 13-22
Chapter 13: Running Contact Center Reports
Wave ViewPoint User Guide
Unanswered Calls During Business Hours report
The Unanswered Calls report shows external inbound calls during your Wave business hours
that were not answered by a user. This includes calls that were answered by another extension
type, such as a queue or an auto attendant, but never picked up by a user.
Note: The report counts calls that show a
Result of “Abandoned” or “To voicemail” in the Call
Log. Because of this, calls that a user answered and then sent to voicemail count as unanswered.
Reading the Unanswered Calls During Business Hours report
The following fields appear on the Report tab of the Unanswered Calls During Business Hours
report:
•
Time interval. Displays as the x-axis of the report.
•
Unanswered Calls. Total number of unanswered calls. Displays as stacked bars. Read
against the left y-axis of the report.
•
% Unanswered Calls. Unanswered calls as a percentage of all calls. Displays as a line. Read
against the right y-axis of the report.
Release 3.0
October 2012