One Net Help & Support

One Net Small Call Centre help

Viewing historical data

You can analyse historical call and agent data from the last six months to understand what changes should be made to improve customer experience and streamline resources. For example, you can check how many agents are needed on certain days or times, or check when to play announcements to encourage callers to stay on the line.

To view historical data for a queue

  1. In One Net Feature Management Portal, select Management > Call Centre.
  2. In the Historical Reporting section, select View all.
  3. From the Queue name list, select the queue.
  4. On the date diagram, choose a time period.
    • Select the left bracket and drag it to the desired start date.
    • Select the right bracket and drag it to the desired end date.
    • The data and graphs on this page update to reflect the time period.

  5. To download the raw data for the specified time period, select Download Raw Data.
  6. An XLSX file downloads.

Performance

This section provides an overview of how the queue performed during the selected time period.

Number of calls inbound

This section shows the total volume of inbound calls in the specified time period, and whether they were answered or abandoned. You can hover over the graph to see the call data for specific days.

Number of calls outbound

This section shows the total volume of outbound calls in the specified time period, and whether they were answered or abandoned. You can hover over the graph to see the call data for specific days.

Average agent availability

This section shows agent activity in the specified time period. You can see the amount of time agents were on a call, idle, in wrap-up or not ready. You can hover over the graph to see the data for specific days.

Did you find this article useful?

Yes

No

Can't find what you're looking for?

Your One Net administrator

Talk to the One Net administrator in your company. They understand your system best.

FAQs

Answers to your questions and solutions to any issues.

FAQs

Contact us

Get in touch if you have any questions.

Contact us

Sorry. The page could not be found.

See more results

Main menu

Print and share

Vodafone

This site is for Vodafone One Net customers. If you need help with your Vodafone mobile service, visit the Vodafone Support Centre.

User feedback

Share button
Share
Print button
Print