After running a Deflected Calls report, the report is displayed on a new page of the Admin Console. This article describes:

For a complete overview of Deflected Calls reporting, refer to Deflected Calls Reporting Overview

Understanding Deflected Calls Reports

The following shows a sample Deflected Calls report. (Click on the diagram to enlarge it.) Each feature of the report is explained in the table following the diagram.

Item Feature Description
1 Report Name Name of the report, as defined in the report metadata
2 Date Range The selected timeframe for the report. Clicking  opens a calendar popup for selecting a new timeframe. For more information, refer to the Deflected Calls Report section of Running Reports.
3 High Level View Shows a summary of incoming versus deflected calls. 
4 Back
Button
Returns you to the Report Details page of the relevant report, where you can edit parameters such as the report date range. 
5 Export Button Saves the report in CSV format. For more information, refer to Exporting Deflected Calls Reports, below.
6 Report Phases Lists the Phases of the report. Clicking  next to the Phase expands an area showing additional details (7) about the selected Phase.
7 Phase Details Hovering over a Phase displays a breakdown of those customers entering and abandoning the Phase:
8 Raw Number This column shows the actual number of customers who completed each Phase. 
9 Overall Completion Rate The percentage of customers who completed each Phase. The percentage is calculated based on the total number of customers who entered the subject Campaign or Interaction.
10 Abandon Rate The percentage of customers who abandoned the Campaign or Interaction at the particular Phase. The percentage is calculated based on the total number of customers who entered the Campaign or Interaction. 

Exporting Deflected Calls Reports 

The Export function enables you to save data from a Deflected Calls report to a CSV-formatted file. By default, the CSV file is named Deflected calls report - <report name> for <date range or filter>.csv. For example: Deflected calls report - All-In-One-Promo report for 14-12-2016 to 21-12-2016'.csv.

To export a Deflected Calls report:

  1. Run the relevant Deflected Calls report. For details, refer to the Deflected Calls Report section of Running Reports. Report results will be displayed in the Admin Console.
  2. At the upper right corner of the report, click Export. The data will be exported to a CSV file.
  3. After the download is completed, access the CSV file in your browser's Downloads folder.

 

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