Overview

You want to find the time for peak calls for a specific DNIS or alternate number of your call center. This article describes the process to accomplish this using reports generated in the Call Center site and Excel.

Prerequisites

• Supervisor access to the Broadworks Call Center site.

Solution

1. Log in to the Broadworks Call Center site.
2. Go to Reporting.
3. Select Abandoned Calls as the Template.
4. Select DNIS as the Scope and select the number.
5. Select Historical as the Type.
6. Specify the date range by selecting a Start and End date and time. 
7. Select XLS as the Output Format.
8. Click on Run Report.
9. Open the downloaded report in Excel.
10. If you are working with data from multiple days, create a new column with the header HOUR and populate it with the Time displayed in the Date and Time column.
11. Create a pivot table with the report data using the Calls Queued, Calls Abandoned and Date and Time columns.
    

    Note: If you are working with data from multiple days, use the Hour column instead of Date and Time.

    • Rows: Date and Time
    • Columns: Σ Values
    • Σ Values: Sum of Calls Queued and Sum of Calls Abandoned  
12. Create a line chart of the pivot table to visualize the data. 

Testing

 A line chart will be created that displays the call peaks during the day.