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Inbound Call Stats: |INBOUND|Dropreturns|DropDD| 2010-01-12 05:18:44
---------- MULTI-GROUP BREAKDOWN:
+----------------------+---------+---------+---------+---------+
| IN-GROUP | CALLS | DROPS | DROP % | IVR |
+----------------------+---------+---------+---------+---------+
| INBOUND | 486 | 38 | 7.82% | 0 |
| IN_SALES | 166 | 40 | 24.1% | 0 |
| IN_CS | 288 | 71 | 24.65% | 0 |
+----------------------+---------+---------+---------+---------+
Time range: 2010-01-11 00:00:00 to 2010-01-11 23:59:59
---------- TOTALS
Total calls taken in to this In-Group: 940
Average Call Length for all Calls: 47 seconds
Answered Calls: 769 82%
Average queue time for Answered Calls: 5.27 seconds
Calls taken into the IVR for this In-Group: 0
---------- DROPS
Total DROP Calls: 149 16% drop/answered: 19%
Average hold time for DROP Calls: 7 seconds
---------- CUSTOM INDICATORS
GDE (Answered/Total calls taken in to this In-Group): 82%
ACR (Dropped/Answered): 19%
TMR1 (Answered within 20 seconds/Answered): 76%
TMR2 (Answered within 30 seconds/Answered): 80%
---------- QUEUE STATS
Total Calls That entered Queue: 520 55%
Average QUEUE Length for queue calls: 9.84 seconds
Average QUEUE Length across all calls: 5.44 seconds
---------- CALL HOLD TIME BREAKDOWN IN SECONDS
+-------------------------------------------------------------------------------------------+------------+
| 0 5 10 15 20 25 30 35 40 45 50 55 60 90 +90 | TOTAL |
+-------------------------------------------------------------------------------------------+------------+
| 420 229 98 82 46 26 17 12 4 2 1 3 | 940 |
+-------------------------------------------------------------------------------------------+------------+
---------- CALL DROP TIME BREAKDOWN IN SECONDS
+-------------------------------------------------------------------------------------------+------------+
| 0 5 10 15 20 25 30 35 40 45 50 55 60 90 +90 | TOTAL |
+-------------------------------------------------------------------------------------------+------------+
| 29 54 21 24 10 6 3 1 1 | 149 |
+-------------------------------------------------------------------------------------------+------------+
CALL ANSWERED TIME AND PERCENT BREAKDOWN IN SECONDS
+-------------------------------------------------------------------------------------------+------------+
| 0 5 10 15 20 25 30 35 40 45 50 55 60 90 +90 | TOTAL |
----------+-------------------------------------------------------------------------------------------+------------+
INTERVAL | 369 175 77 58 36 20 14 11 3 2 1 3 | 769 |
INT % | 39% 19% 8% 6% 4% 2% 1% 1% 0% 0% 0% 0% 0% 0% 0% | |
CUMULATIVE| 369 544 621 679 715 735 749 760 763 763 765 766 766 769 769 | 769 |
CUM % | 39% 58% 66% 72% 76% 78% 80% 81% 81% 81% 81% 81% 81% 82% 82% | |
CUM ANS % | 48% 71% 81% 88% 93% 96% 97% 99% 99% 99% 99% 100% 100% 100% 100% | |
----------+-------------------------------------------------------------------------------------------+------------+
---------- CALL HANGUP REASON STATS
+----------------------+------------+
| HANGUP REASON | CALLS |
+----------------------+------------+
| CALLER | 417 |
| AGENT | 351 |
| ABANDON | 123 |
| AFTERHOURS | 25 |
| NONE | 24 |
+----------------------+------------+
| TOTAL: | 940 |
+----------------------+------------+
---------- CALL STATUS STATS
+--------+----------------------+----------------------+------------+------------+----------+----------+
| STATUS | DESCRIPTION | CATEGORY | CALLS | TOTAL TIME | AVG TIME |CALLS/HOUR|
+--------+----------------------+----------------------+------------+------------+----------+----------+
| A | Answering Machine | UNDEFINED | 225 | 1:58:01 | 0:31 | 18.52 |
| DC | Disconnected Number | UNDEFINED | 7 | 6:36 | 0:57 | 0.58 |
| DROP | Agent Not Available | UNDEFINED | 149 | 18:07 | 0:07 | 12.26 |
| HU | Hang Up Customer | UNDEFINED | 193 | 1:19:13 | 0:25 | 15.88 |
| INCALL | Lead Being Called | UNDEFINED | 5 | 1:26 | 0:17 | 0.41 |
| LM | Left Message | UNDEFINED | 19 | 18:43 | 0:59 | 1.56 |
| N | No Answer | UNDEFINED | 37 | 6:46 | 0:31 | 1.07 |
| WN | Wrong Number | UNDEFINED | 95 | 1:52:49 | 1:11 | 7.82 |
| NAA | Not Available AGENT | UNDEFINED | 89 | 1:15:57 | 0:51 | 7.32 |
| SALE | Sale | SALES | 108 | 3:56:37 | 2:11 | 8.89 |
| SSALE | Secondary Sale | SALES | 13 | 52:32 | 4:02 | 1.07 |
+--------+----------------------+----------------------+------------+------------+----------+----------+
| TOTAL: | 940 | 12:09:05 | 0:47 | 77.36 |
+------------------------------------------------------+------------+------------+----------+----------+
---------- CUSTOM STATUS CATEGORY STATS
+----------------------+------------+--------------------------------+
| CATEGORY | CALLS | DESCRIPTION |
+----------------------+------------+--------------------------------+
| SALES | 121 | Sales Made |
+----------------------+------------+--------------------------------+
| TOTAL | 121 |
+----------------------+------------+
---------- CALL INITIAL QUEUE POSITION BREAKDOWN
+-------------------------------------------------------------------------------------+------------+
| 1 2 3 4 5 6 7 8 9 10 15 20 25 +25 | TOTAL |
+-------------------------------------------------------------------------------------+------------+
| 776 118 40 5 1 | 940 |
+-------------------------------------------------------------------------------------+------------+
---------- AGENT STATS
+--------------------------+------------+------------+--------+
| AGENT | CALLS | TIME H:M:S |AVERAGE |
+--------------------------+------------+------------+--------+
| 5091 - JOHN SMITH | 77 | 1:18:29 | 1:01 |
| 1182 - MIKE BERGER | 136 | 1:45:09 | 0:46 |
| 1270 - JOE JOHNSTON | 43 | 1:00:18 | 1:24 |
| 2360 - HENRY SAMUELS | 99 | 1:06:21 | 0:40 |
| 3453 - JERRY COLLINS | 35 | 1:05:06 | 1:52 |
| 2546 - MATT JONES | 50 | 52:36 | 1:03 |
| 3631 - SALLY MILLER | 64 | 1:03:03 | 0:59 |
| 2728 - SAM WILSON | 38 | 26:07 | 0:41 |
| 9810 - JAMES CLAY | 93 | 1:31:35 | 0:59 |
| 6901 - FRANK WALTERS | 133 | 1:42:19 | 0:46 |
+--------------------------+------------+------------+--------+
| TOTAL Agents: 10 | 768 | 11:51:03 | 0:56 |
+--------------------------+------------+------------+--------+
---------- TIME STATS
GRAPH IN 15 MINUTE INCREMENTS OF TOTAL CALLS TAKEN INTO THIS IN-GROUP
+------+-------------------------------------------------------------------------------------------------------+-------+-------+
| HOUR |0 3 5 8 11 14 17 20 23 26 29 32 35 38 41 44| DROPS | TOTAL |
+------+-------------------------------------------------------------------------------------------------------+-------+-------+
| 30 |>>>DX | 1 | 1 |
| 45 | | |
|+0100+| | |
| 15 | | |
| 30 | | |
| 45 | | |
|+0200+| | |
| 15 | | |
| 30 | | |
| 45 | | |
|+0300+|>>>>>DX | 2 | 2 |
| 15 | | |
| 30 |>>>DX | 1 | 1 |
| 45 | | |
|+0400+| | |
| 15 | | |
| 30 | | |
| 45 | | |
|+0500+| | |
| 15 | | |
| 30 |>>>DX | 1 | 1 |
| 45 | | |
|+0600+| | |
| 15 | | |
| 30 | | |
| 45 |>>>DX | 1 | 1 |
|+0700+| | |
| 15 | | |
| 30 |>>>DX | 1 | 1 |
| 45 |>>>>>>>DX | 3 | 3 |
|+0800+|>>>>>D********************X | 2 | 11 |
| 15 |*************************************************************X | 0 | 26 |
| 30 |>>>>>D****************************************************X | 2 | 25 |
| 45 |>>>>>>>>>>>>>>>>>>>D*****************************************************************************X | 8 | 42 |
|+0900+|>>>>>>>>>>>>>>>>>>>D****************************************************X | 8 | 31 |
| 15 |>>>>>>>>>>>>>>D********************************************************X | 6 | 31 |
| 30 |>>>>>>>>>>>>D*******************************X | 5 | 19 |
| 45 |>>>>>>>>>>>>D************************************************************************X | 5 | 37 |
|+1000+|>>>>>>>>>>>>>>>>>>>D*******************************************X | 8 | 27 |
| 15 |*************************************************X | 0 | 21 |
| 30 |>>>>>D*******************************X | 2 | 16 |
| 45 |>>>>>>>D*********************************************X | 3 | 23 |
|+1100+|>>>>>>>>>>>>D********************************************************X | 5 | 30 |
| 15 |>>>>>>>>>>>>>>>>>>>D***************************************************************X | 8 | 36 |
| 30 |>>>>>>>>>>>>D********************************************************************X | 5 | 35 |
| 45 |>>>>>>>>>>>>D***************************************************************************X | 5 | 38 |
|+1200+|>>>>>>>>>>>>D****************************************X | 5 | 23 |
| 15 |***************X | 0 | 6 |
| 30 |>>>D*******************************************X | 1 | 20 |
| 45 |>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>D**********************************************************************X | 13 | 44 |
|+1300+|>>>>>>>>>>>>>>>>D*******************************************X | 7 | 26 |
| 15 |>>>>>D********************************************************X | 2 | 27 |
| 30 |>>>D**********************X | 1 | 11 |
| 45 |*****************X | 0 | 7 |
|+1400+|>>>>>D*************************X | 2 | 13 |
| 15 |>>>>>D************************************X | 2 | 18 |
| 30 |>>>>>D****************************************X | 2 | 20 |
| 45 |>>>>>>>>>>D******************************************************X | 4 | 28 |
|+1500+|************************************X | 0 | 15 |
| 15 |********************X | 0 | 8 |
| 30 |>>>D****************************************************X | 1 | 24 |
| 45 |>>>>>>>D***************************************************************X | 3 | 31 |
|+1600+|>>>>>>>D***********************************************X | 3 | 24 |
| 15 |****************************************X | 0 | 17 |
| 30 |*******************************X | 0 | 13 |
| 45 |************************X | 0 | 10 |
|+1700+|>>>>>D***********X | 2 | 7 |
| 15 |***************X | 0 | 6 |
| 30 |>>>D********************X | 1 | 10 |
| 45 |********************X | 0 | 8 |
|+1800+|***************X | 0 | 6 |
| 15 |***********X | 0 | 4 |
| 30 |>>>>>D*************X | 2 | 8 |
| 45 |********X | 0 | 3 |
|+1900+|*************X | 0 | 5 |
| 15 |>>>D***************X | 1 | 8 |
| 30 |********X | 0 | 3 |
| 45 |****X | 0 | 1 |
|+2000+|***************X | 0 | 6 |
| 15 |******X | 0 | 2 |
| 30 |****X | 0 | 1 |
| 45 |>>>D*********X | 1 | 5 |
|+2100+|>>>>>DX | 2 | 2 |
| 15 | | |
| 30 |>>>>>>>DX | 3 | 3 |
| 45 |>>>DX | 1 | 1 |
|+2200+|>>>>>>>DX | 3 | 3 |
| 15 |>>>>>DX | 2 | 2 |
| 30 | | |
| 45 | | |
|+2300+| | |
| 15 | | |
| 30 |>>>DX | 1 | 1 |
| 45 |>>>>>DX | 2 | 2 |
+------+-------------------------------------------------------------------------------------------------------+-------+-------+
---------- CALL ANSWERED TIME BREAKDOWN IN SECONDS
+------+-------------------------------------------------------------------------------------------+------------+
| HOUR | 0 5 10 15 20 25 30 35 40 45 50 55 60 90 +90 | TOTAL |
+------+-------------------------------------------------------------------------------------------+------------+
|+0000+| - - - - - - - - - - - - - - - | 0 |
| 15 | - - - - - - - - - - - - - - - | 0 |
| 30 | - - - - - - - - - - - - - - - | 0 |
| 45 | - - - - - - - - - - - - - - - | 0 |
|+0100+| - - - - - - - - - - - - - - - | 0 |
| 15 | - - - - - - - - - - - - - - - | 0 |
| 30 | - - - - - - - - - - - - - - - | 0 |
| 45 | - - - - - - - - - - - - - - - | 0 |
|+0200+| - - - - - - - - - - - - - - - | 0 |
| 15 | - - - - - - - - - - - - - - - | 0 |
| 30 | - - - - - - - - - - - - - - - | 0 |
| 45 | - - - - - - - - - - - - - - - | 0 |
|+0300+| - - - - - - - - - - - - - - - | 0 |
| 15 | - - - - - - - - - - - - - - - | 0 |
| 30 | - - - - - - - - - - - - - - - | 0 |
| 45 | - - - - - - - - - - - - - - - | 0 |
|+0400+| - - - - - - - - - - - - - - - | 0 |
| 15 | - - - - - - - - - - - - - - - | 0 |
| 30 | - - - - - - - - - - - - - - - | 0 |
| 45 | - - - - - - - - - - - - - - - | 0 |
|+0500+| - - - - - - - - - - - - - - - | 0 |
| 15 | - - - - - - - - - - - - - - - | 0 |
| 30 | - - - - - - - - - - - - - - - | 0 |
| 45 | - - - - - - - - - - - - - - - | 0 |
|+0600+| - - - - - - - - - - - - - - - | 0 |
| 15 | - - - - - - - - - - - - - - - | 0 |
| 30 | - - - - - - - - - - - - - - - | 0 |
| 45 | - - - - - - - - - - - - - - - | 0 |
|+0700+| - - - - - - - - - - - - - - - | 0 |
| 15 | - - - - - - - - - - - - - - - | 0 |
| 30 | - - - - - - - - - - - - - - - | 0 |
| 45 | - - - - - - - - - - - - - - - | 0 |
|+0800+| 3 1 2 1 1 - - 1 - - - - - - - | 9 |
| 15 | 8 6 2 2 1 2 2 1 - - - - - - - | 24 |
| 30 | 9 5 3 5 1 - - - - - - - - - - | 23 |
| 45 | 10 4 3 3 3 2 2 - 1 - 1 - - - - | 29 |
|+0900+| 7 4 1 6 1 2 1 - - - - - - - - | 22 |
| 15 | 6 12 5 1 1 - - - - - - - - - - | 25 |
| 30 | 7 4 1 1 - - 1 - - - - - - - - | 14 |
| 45 | 12 7 7 3 1 1 - - 1 - - - - - - | 32 |
|+1000+| 6 6 3 1 1 2 - - - - - - - - - | 19 |
| 15 | 14 5 2 - - - - - - - - - - - - | 21 |
| 30 | 10 1 1 1 - 1 - - - - - - - - - | 14 |
| 45 | 7 7 5 - 1 - - - - - - - - - - | 20 |
|+1100+| 5 8 4 2 1 1 1 1 - - 1 1 - - - | 25 |
| 15 | 15 11 1 - - - 1 - - - - - - - - | 28 |
| 30 | 9 10 3 3 3 - - - - - - - - - - | 28 |
| 45 | 10 13 - 3 4 - - - - - - - - - - | 30 |
|+1200+| 7 5 2 2 - 1 - - - - - - - - - | 17 |
| 15 | 5 - 1 - - - - - - - - - - - - | 6 |
| 30 | 9 5 2 1 1 - - 1 - - - - - - - | 19 |
| 45 | 5 12 4 4 2 1 2 1 - - - - - - - | 31 |
|+1300+| 9 1 5 2 2 - - - - - - - - - - | 19 |
| 15 | 7 5 4 2 - 1 - 4 - - - - - 2 - | 25 |
| 30 | 6 2 2 - - - - - - - - - - - - | 10 |
| 45 | 4 2 - 1 - - - - - - - - - - - | 7 |
|+1400+| 5 3 1 2 - - - - - - - - - - - | 11 |
| 15 | 11 2 - 2 - 1 - - - - - - - - - | 16 |
| 30 | 7 4 1 1 4 1 - - - - - - - - - | 18 |
| 45 | 8 4 2 3 2 1 2 1 - - - - - 1 - | 24 |
|+1500+| 14 - - - - 1 - - - - - - - - - | 15 |
| 15 | 8 - - - - - - - - - - - - - - | 8 |
| 30 | 14 5 1 1 2 - - - - - - - - - - | 23 |
| 45 | 17 8 1 2 - - - - - - - - - - - | 28 |
|+1600+| 11 4 2 - 1 1 1 - - - - - - - - | 20 |
| 15 | 16 1 - - - - - - - - - - - - - | 17 |
| 30 | 12 - - - - - - - - - - - - - - | 12 |
| 45 | 7 - - - - 1 1 1 - - - - - - - | 10 |
|+1700+| 3 - 2 - - - - - - - - - - - - | 5 |
| 15 | 3 2 - - - - - - - - - - - - - | 5 |
| 30 | 5 - - - 1 - - - 1 - - - - - - | 7 |
| 45 | 6 - 1 1 - - - - - - - - - - - | 8 |
|+1800+| 3 2 - 1 - - - - - - - - - - - | 6 |
| 15 | 2 1 1 - - - - - - - - - - - - | 4 |
| 30 | 2 - 1 1 - - - - - - - - - - - | 4 |
| 45 | 2 1 - - - - - - - - - - - - - | 3 |
|+1900+| 5 - - - - - - - - - - - - - - | 5 |
| 15 | 3 1 1 - 2 - - - - - - - - - - | 7 |
| 30 | 3 - - - - - - - - - - - - - - | 3 |
| 45 | 1 - - - - - - - - - - - - - - | 1 |
|+2000+| 6 - - - - - - - - - - - - - - | 6 |
| 15 | 1 - - - - - - - - - - - - - - | 1 |
| 30 | 1 - - - - - - - - - - - - - - | 1 |
| 45 | 3 1 - - - - - - - - - - - - - | 4 |
|+2100+| - - - - - - - - - - - - - - - | 0 |
| 15 | - - - - - - - - - - - - - - - | 0 |
| 30 | - - - - - - - - - - - - - - - | 0 |
| 45 | - - - - - - - - - - - - - - - | 0 |
|+2200+| - - - - - - - - - - - - - - - | 0 |
| 15 | - - - - - - - - - - - - - - - | 0 |
| 30 | - - - - - - - - - - - - - - - | 0 |
| 45 | - - - - - - - - - - - - - - - | 0 |
|+2300+| - - - - - - - - - - - - - - - | 0 |
| 15 | - - - - - - - - - - - - - - - | 0 |
| 30 | - - - - - - - - - - - - - - - | 0 |
| 45 | - - - - - - - - - - - - - - - | 0 |
|+2400+| - - - - - - - - - - - - - - - | 0 |
+------+-------------------------------------------------------------------------------------------+------------+
|TOTALS| | 769 |
+------+-------------------------------------------------------------------------------------------+------------+
Run Time: 0 seconds
|