Switchvox reports for queue status and history
Chromis has successfully installed Switchvox SMB for small and medium sized call centers. Switchvox includes features for call centers such as queues, agents, and reporting. Following is a brief tour of several reports that are useful to understand the current and historical queue health. Most of these reports require that you log in to Switchvox as an Administrator.
1. Average Talk and Wait Time Per Call by Queue
- Go to Diagnostics => Queue Reports
- Select your desired date range
- Select the Call Queues tab and the Report Breakdown type “Average Talk and Wait Time Per Call by Queue”
- Select one or more queues and press the View Chart button
2. Total Calls by Wait Duration
- Go to Diagnostics => Queue Reports
- Select your desired date range
- Select the Call Queues tab and the Report Breakdown type “Total Calls by Wait Duration”
- Select one or more queues and press the View Chart button
3. Call Log list of Queues – this shows all calls to the queue(s)
- Go to Diagnostics => Call Log
- Select your desired date range
- Select the Call Queues tab
- Select one or more queues and press the View Chart button
You can also use this report with a spreadsheet application such as Apple Numbers or Microsoft Excel to calculate additional information. For example, you can get the total wait time until a call was answered (this includes the time a caller was in the IVR and the queue). Follow these steps:
- Go to Diagnostics => Call Log
- Select your desired date range
- Select the Call Queues tab
- Select one or more queues and press the Output to .xls file button
- Open the file with Microsoft Excel or a similar spreadsheet program
- The last two columns of the table will be Call Time and Talk Time
- Create an additional column and enter a formula to subtract Talk Time from Call Time (i.e. Call Time – Talk Time)
- Copy the formula down to all of the cells in that column
- Optional sort by this new column (called Wait Time in the example screenshot below)
- The times are in seconds
4. Current Queue Status, Snapshot or Historical
- Go to Diagnostics => Queue Status
- Scroll down to find the queue you are interested in
- View the snapshot of the state of the queue or click one of the View statistics links for a historical summary of that queue
5. Current Queue Status, Live
- Log in to the telephone server as a user (not an admin or manager) and Launch Switchboard
- Add the queue Panel that you wish to monitor (more information is provided in the Switchvox User Manual)
- View live queue status information
