Call Center Reporting Guide (Legacy Broadsoft)

Shahzad_Ismail — Thu, 17 Apr 2025 13:40:55 GMT

Downloadable Guide for Customer Administration Portal Call Centers

This information will no longer apply to reporting after June 2025

A guide is available to download: Call Center Guide 2022

The following list goes through the performance parameters you may be required to provide when scheduling or running a report. Note that the parameter names may differ depending on the interface you use to request the report:

Call Completion: This setting is used to count the number of ACD calls an agent has completed within a service level during the specified interval. The Call Completion service level can be set to “1” through “7200” seconds.
Short Duration: This setting is used to count the number of ACD short duration calls completed by an agent during an interval. You can set the maximum length of a short duration call to “1” through “7200” seconds.
Service Level: This setting allows you to provide up to five service levels, used to perform service-level calculations for each call center or DNIS per interval service-level threshold. Each service-level threshold can be set to “1” through “7200” seconds.
Service Level Objective: This provides an indicator for the service-level objective, expressed as a percentage value.
Abandoned Call: This parameter is used to count the number of calls abandoned within a specified time. Up to four thresholds can be specified, resulting in up to four different counts. Each threshold can be set to “1” through “7200” seconds.

article Call Center Reporting Guide (Legacy Broadsoft) in Call Center

Call Center Reporting Guide (Legacy Broadsoft)

Downloadable Guide for Customer Administration Portal Call Centers