Inbound calls – within office hours (60s)

The inbound calls report (60s) shows the performance of inbound calls full days, when the SLA = 60s.

The report organizes the information into 18 columns: Received calls, Answered calls, Hang-ups before answer, Divert fails, Answered calls percentage, Average waiting time, Max queuing time, SLA count 60s, SLA hang-ups count, Service level, Call talk time, Call talk time ratio, Call wrap time ratio, Diverted calls, Callback count, Callback call time, Callbacks handled by and Callbacks created at a specific time.