Overview Reports

A report to give an overview of availability, Natterbox user and all calls. This is for Freedom Users not SCV because of the use of Availability Profiles and Wrap-Up Duration field.

1. Create a new report with the report type ‘Availability Logs with Natterbox User’.

2. Change the report to ‘Joined Report’ in the top left of the page.
   

3. Add the blocks:

   1. Call Reporting with To Natterbox User

   2. Call Reporting with From Natterbox User

   3. Then set the ‘Group Across Blocks’ to be ‘Natterbox User: Name’
      

4. For the first block ‘Availability Logs with Natterbox User’

   1. Set the filters like this:

      1. Show me: All availability logs

      2. Time = Today [or what you prefer but match the time filters across all the blocks]

      3. Availability State = ‘Available’ [or the name of your ready state]

   2. Add the fields:

      1. Availability State

      2. Time

      3. Seconds in State

      4. Remove ‘Availability Log: AvailabilityLog Name’

   3. Name the block ‘Time in Available’
      

      Optional: add in a block for time in busy states that are unavailable for calls

      For example: meetings, admins, extended wrap-up time

      If you want to include this into your calculations to give a better overview of productive vs idle time.

5. For the second block ‘Call Reporting with To Natterbox User’

   1. Set the filters like this:

      1. Show me: All call reporting

      2. Change Conversation Answer Time to Call Reporting: Created Date and then = Today

   2. Add the fields:

      1. Time Talking (turn on AVG as well)

      2. Conversation Answer Time

      3. Wrap-Up Duration

      4. Optional: use a summary formula to calculate Handle Time (Time Talking + Wrap-Up Duration)

         SCV Users don’t use Wrap-Up Duration

         If you are an SCV user, you need to use After Conversation Work Time to report on post call work time. You also don’t use availability states/profiles so this report is not for you.

   3. Name the block ‘Answered Inbound Calls’

6. For the third block ‘Call Reporting with From Natterbox User’

   1. Set the filters like this:

      1. Show me: All call reporting

      2. Change Conversation Answer Time to Call Reporting: Created Date and then = Today

   2. Add the fields:

      1. Time Talking (turn on AVG as well)

      2. Time Ringing

      3. Conversation Start Time

      4. Wrap-Up Duration

      5. Optional: use a summary formula to calculate Handle Time (Time Ringing + Time Talking + Wrap-Up Duration)

         SCV Users don’t use Wrap-Up Duration

         If you are an SCV user, you need to use After Conversation Work Time to report on post call work time.

   3. Name the block ‘All Outbound Calls’

      Optional: Separate Outbound Connected and Not Connected Calls

      You could choose to focus on all outbound calls, both connected and not calls in one block or separate them into a block each. This depends on what you are trying to achieve in your report and what formulas you want to calculate.

7. Turn off ‘Detail Rows’.

8. Optional add on:

   1. Cross-block summary formulas to calculate time handling calls / time in available state