The Call Traffic report is a Teams report that gives an overview of contact center performance aggregated by Day of the Week, Date, or Hour. You can filter by Numbers, Teams, or Tags.

1. Navigate to Analytics in the left navigation menu.
2. Select the Call Traffic report.

Data Aggregation Type

Within the Teams report, users are able to select either a Day of the Week, Date, or Hourly aggregation. This aggregation applies to the Answered and Unanswered/Abandoned call distribution tables at the bottom of the page, as well as the call distribution chart.

Day of the Week

The Day of the Week aggregation takes the selected date range and groups all of the data for that range by the day of the week (Monday-Sunday). For example, if you choose a 30-day range, you will see all of the data for calls that occurred on a Monday on one row, all calls that took place on a Tuesday on another row, and so on.

Date

The Date aggregation takes the selected date range and displays data in the table according to the date on which the calls took place. For example, if you select a date range from January 1 to January 7 of a specific year, the table will display data for all calls that took place on January 1 on one row, all calls from January 2 on another row, and so on.

Hourly

The Hourly aggregation works similarly to the day of the week wherein it groups data according to the time of day (00:00-23:59) when the call occurred. For example, if you choose a 30-day range, the table will display all calls that took place within a particular hour during the selected date range. All calls that occurred between 8 AM and 9 AM will be on one row, all calls that occurred between 9 AM and 10 AM on another row, and so on.

Filter By

• Number(s)
• Team(s)
• Tag(s)

Call Traffic Distribution Chart

Use the Call Distribution chart to see an overview of answered, unanswered, and abandoned calls.

Select ‘View Team Call Distribution Details’ to view team call activity.

Call Distribution Table

Use the Call Distribution Table to view additional details about your call traffic.

• Service Level - Average percentage of calls answered within a Team's Service Level target.
• Total Calls - Total number of calls that entered the selected team queue(s)
• Total Events - Total number of answered, unanswered, and abandoned call events
• Answered - Total number of answered calls
• Unanswered - Total number of unanswered calls
• Abandoned - Total number of abandoned calls
• Average Talk Time - Average amount of time that agents spend on a call
• Max Call Duration - Longest call duration for answered calls
• Average Wait Time (Answered) - Average wait time for answered calls
• Maximum Wait Time (Answered) - Maximum wait time for answered calls
• Maximum Wait Time (Unanswered) - Maximum wait time for answered calls
• Calls per Agent - Average number of calls answered by an agent
• Average Agent Availability - Average number of agents available during the selected date range
• Minimum Agent Availability - Minimum number of agents available during the selected date range
• Maximum Agent Availability - Maximum number of agents available during the selected date range