What is the best way to view call volumes by the hours of the day without Phones Pro?

Introduction

Use the Unbooked and Abandoned Calls report by clearing filters and setting date ranges to see call volumes. Alternatively, view the CSR Manager Dashboard, applying date and Business Unit filters for detailed results.

Problem

You want to see call volumes by the hour but don't have Phones Pro.

Solution

Workflow Summary

Customize the Unbooked and Abandoned Calls report or check the CSR Manager Dashboard to view call volumes.  

Use the Unbooked and Abandoned Calls Report

1. Go to Reports and search for the Unbooked and Abandoned Calls report.
   

2. Clear all filters in the report. This action removes any pre-set filters that might limit the data you see.

3. Use the From - To calendar fields to set a range of dates to run the report on.

4. From the Filter by dropdown, select how you want to filter the report:

   1. Call Date: Date of the call

   2. Job Completion Date: Date the job was completed

   3. Job Creation Date: Date the job was booked

   4. Job Scheduled Date: Date work was scheduled to begin

5. When you're done setting your filters, click Run Report.

View the CSR Manager Dashboard

1. Go to the Dashboard tab and select select the CSR Manager Dashboard. 
   

2. Set the Date and Business Unit filters to narrow the results.