Reports can be run for various date ranges and will be delivered as a Microsoft Excel (.csv) file that can be downloaded for further processing and analysis. Call data is available for up to six months. The following queue reports can be run from the Aptela Web Portal by the Account Operator or Queue Manager:  Daily Queue, Hourly Queue, Agent Daily, Agent Hourly and All Calls.  

To Access Queue Reports

1. Log in as a manager or operator at www.aptela.com/my-account
2. Click on Queue in the navigation bar
3. If you manage multiple queues, they will be presented with “tabs” in alphabetical order.  Click the appropriate tab.
4. Your queue window will open displaying a list of waiting calls
5. Click on “Reports” and select the report that works best for you

More About Reporting

Daily Queue:  This report provides the queue activity for each day. Select a date range and the result will display each day within that range. The report will present the total calls, average wait time and average call length. 

Hourly Queue:  This report provides the queue activity in hourly increments -- this report is useful when wanting to determine your peak or low call times.  Select a month and the report will display an hourly breakdown of call activity for each day within the selected month.

Agent Daily:  This report provides each agent’s activity for each day.  Select a date range and the report will present, per day, the total calls and average call length for each agent. 

Agent Hourly:  This report details each agent’s activity based on hourly increments. Select a month and the report will display an hourly breakdown, per day, of the total calls and average call length for each agent.

All Calls:  This report provides raw details over every call into the queue over a specified time period. Aptela provides an Excel macro available here that you can use to process the data into consumable reports.   

When selecting the All Calls report, you have options to report on: Total Calls, Completed Calls, Abandoned and Broke into Voicemail.

Total Calls:  Presents stats for all calls for this queue

Completed Calls:  Presents the number of calls answered

Abandoned: Presents the calls that hung up during the “on hold” period (e.g. before being answered by an agent, before going to voicemail or any other “No Answer Destination” that you may have setup)

Broke into Voicemail:  Presents the number of callers that press # to go to voicemail during the “on hold” period.

Click the attached document to see a sample “All Calls” report.