When a call is ringing through a call queue, Revenue attempts to connect that call with an available agents using that call queue's distribution strategy. This report details the total rings to each agent, number of missed rings, and percent of rings missed.
A missed ring is not the same as a missed call. A call may ring to multiple agents. A call may also ring to the same agent multiple times in the event that it has cycled through all available agents.
Why is this important?
Contact center managers want to know their team's effectiveness in answering inbound calls, so that they can understand what agents fall under the expected SLAs.
Who will get value from this report?
- Contact center managers
- Inbound sales teams
What does this report show?
- A bar chart of the total number of missed rings with an overlaid line chart representing the missed ring rate
- The Y axis on the left reflects the missed ring rate (expressed as a percentage)
- The Y axis on the right reflects the total number of missed rings
- The X axis reflects the time period
- A tabular chart of the Missed Ring Rate (by agent). This chart provides raw data and calculated percentages of missed rings so that you can understand the rate at which agents are answering or missing inbound queue calls.
- Agent Name
- Total Number of Rings - Total number of rings to the agent.
- Total Number of Missed Rings - A missed ring is defined as an available agent not answering when their phone rings.
- Percentage of Rings Missed - Calculated percentage of the missed rings divided by the total rings.
The dashboard can be filtered by:
- Call Queue Name
- Team Name
- User Name
- Start/End Dates