Priority Summary Activity Report

The Priority Summary Activity Report presents call information for each call priority.

Charts

The following chart is available:

Chart name	Description
Total Calls by Call Priority	For each priority level that is assigned, the percentage of calls that received that priority is displayed.

The report includes a table that displays the following information:

Note

If there is more than one call priority the data will be repeated for all the call priorities.

Field	Description
Call Priority	Final priority that the Unified CCX workflow assigns to the call when the call is received. 1—Lowest. 10—Highest. N/A—Call is abandoned before a priority is assigned.
Total Calls	Number of calls that are assigned a particular priority level as their final priority level.
Avg Calls (per day)	Daily average number of calls that received a particular priority level as their final priority level.
Total Multi Priority Calls	Calls that ended with a different priority level than the priority that was assigned when the call was received.
Avg Priority Changes	Average number of calls per day that ended with a different priority level than the priority that was assigned when the call was received.
Max Priority Changes	Maximum difference between a priority level assigned to a call when it was received and the priority level set when the call ended.
Avg Multi Priority Calls	Average difference between a priority level assigned to a call when it was received and the priority level set when the call ended.

You can filter using the following parameter:

Filter parameter	Result
Priority List	Displays information for the calls assigned their final priority level. Priority levels range from 1 (lowest) to 10 (highest).

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