Call pivot
Cross-tabulate call records by date, agent, channel category, extension, and call type to analyze call counts and call duration.
Overview
The "Call Hub" uses the data in "Call History" as its basis, regrouping and aggregating each call handling record by different fields. It is suitable for quickly comparing the distribution of agents, extensions, channel categories, call types, or special call statuses.
Unlike "Call History," the focus of the Call Hub is not on viewing the details of a single call, but on organizing a large number of call records into statistical results to help managers observe the overall telephone service status.
For example, if a customer call is assigned to agents A, B, and C in sequence, with A and B not answering and C answering in the end, then if the system generates 3 handling records, all 3 records will be included in the Call Hub when counting by "call count," rather than being automatically merged into 1 customer call.
If you need to confirm the individual records, it is recommended to go back to "Call History" to view the full details.
Hub Fields
The following fields are currently available as hub analysis conditions:
Start Date
Grouped by the start date of the call handling record.
Customer Abandoned Voluntarily
Grouped by whether the customer abandoned the call voluntarily.
Reassignment
Grouped by whether the record is part of a reassignment process.
Agent Rejected Call
Grouped by whether the agent rejected the assigned call.
Agent Did Not Answer in Time
Grouped by whether the agent did not answer even after the allowed answer time expired.
Agent
Grouped by the agent associated with the call handling record.
Channel Category
Grouped by the channel category corresponding to the ACD number.
Extension Number
Grouped by the agent extension number.
Call Type
Grouped by call type such as inbound, outbound, internal, or reassigned calls.
By default, the pivot table uses:
Rows: Extension Number
Columns: Call Type
Displayed value: Call Count
as the initial display. You can adjust the rows and columns according to your analysis purpose to reframe the data view.
Displayed Value
In addition to cross-analyzing by different fields, you can also switch the "Displayed Value" to decide the statistical method shown in each pivot cell.
Call Count
Calculates the number of call records that match the current row and column conditions.
Average Call Seconds
Calculates the average call duration of the call records that meet the conditions.
Total Call Seconds
Adds up the call durations of the call records that meet the conditions.
Analysis Examples
View inbound and outbound distribution across different extensions
Place "Extension Number" in rows, "Call Type" in columns, and use "Call Count" to quickly compare the number of inbound, outbound, and other call type records across different extensions.
View call volume by different channel categories
Using "Channel Category" as one of the analysis dimensions lets you compare the number of call records generated from different telephone service sources, which is suitable for observing usage across different business lines, customer service hotlines, or telephone service categories.
Analyze agent no-answer and rejection situations
You can perform cross-analysis with "Agent," "Agent Did Not Answer in Time," or "Agent Rejected Call" to quickly observe how different agents handled assigned calls.
Compare call duration
Switching the displayed value to "Average Call Seconds" or "Total Call Seconds" lets you compare different agents, extensions, channel categories, or call types from the perspective of call duration.
How to Interpret the Call Hub
The Call Hub is suitable for answering questions such as "Where did these call handling records mainly occur, who handled them, what type were they, and how much call time did they take?"
However, if you want to answer questions like "How many customers actually called in today?" you need to be especially careful, because processes such as reassignment may cause one customer call to generate multiple records. In this case, it is not recommended to directly treat the "call count" in the hub as the only inbound call count; instead, first understand the actual call flow, then interpret it together with the call type and call information.
If you need to trace the handling process of a specific call record by record, please use "Call History"; if you need to compare the distribution and trends of a large volume of call data, use "Call Hub".