Contents

Call Answer Distribution Report

The Call Answer Distribution report displays summary data and a graph with analysis on the seconds to answer a call. This report provides guidance on where to set the no-answer timeout. The line chart uses the calculations of the tabular data, and it charts the number of answered calls per seconds to answer.

The information in the Call answer Distribution Report includes:

Number of calls
Number of calls answered within seconds
Percent of calls answered within seconds
A Running Total of the percent of calls answered within seconds

Parameters

The following parameters can be specified for the Call Answer Distribution report:

Start Data/Time
End Date/Time
Campaign
Site ID
Campaign Group
Show detail

Sample report

Click on the image below to view a sample of this report.

Report Element Descriptions

Report Element	Database Column or Computation
Calls	sprpt_DialerCallDistribution.TotCalls
Answered within seconds	sprpt_DialerCallDistribution.SecondsToAnswer Note The report element, Answered within seconds, shows the difference between the callPlacedTimeUTC and callAnsweredTimeUTC columns in the CallHistory table. Due to how Preview Dialing works and what the Call Answer Distribution report is designed to show, the Answered within (seconds) column shows smaller numbers than might be expected. This is because the two database columns are usually within one second of each other, for Preview calls.
Calls %	(sprpt_DialerCallDistribution.TotCalls / Sum(sprpt_DialerCallDistribution.TotCalls, Rule GroupID))*100
Running total %	( Running Total on sprpt_DialerCallDistribution.TotCalls / Sum(sprpt_DialerCallDistribution.TotCalls, Rule GroupID) )*100

Stored Procedure

sprpt_CallDistribution2
sprpt_CallDistribution_count2