Viewing Your Reports

While you are working in the GPlus Adapter for Salesforce, you can view reports at any time. Reports show you statistical performance information about you, your queue, and your call center. This information is important for you to see so that you can gauge the call wait times and improve performance standards.

Your reports are available to you through the Reports list on the main menu. Click the tabs below to view information about each of the report types:

My Reports

The My Reports view for voice interactions displays Call Activity, Handle Time, and averages of calls per hour and call time.

Call Activity metrics include Total calls, Inbound calls, Outbound calls, Internal calls, and Consult calls.

Handle Time metrics track (in minutes) Total time, Talk time, Wrap Up time, Ready time, and Hold time.

Contact Center Statistics

The Contact Center view for voice interactions displays a summary of your Routing Point metrics, including Current Max Wait Time, and Average Wait Time.

Tracking of Answered calls and Abandoned calls is charted at the bottom of the dashboard and is divided into two tabs: Past 60 Minutes, and Past 24 Hours.

You can switch between configured Routing Point dashboards by selecting the desired dashboard from the dropdown in the upper-right corner or by selecting the pop-up arrows on either side of the dashboard.

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