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Reviewing the progress of your calls with Duration Reports

duration reports example.

If you want to identify where you need to improve and want to reduce the time it takes to solve a call, use the new duration reports. These report help you track how long it takes for calls to reach a certain status and how long they remain on that status. With this information, you are able to evaluate whether you are meeting your agreements.

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To report on the durations of calls, you need permissions under Reports & Selections > Duration reports.

Tracking the first status change of calls
  1. Open the report via TOPdesk Menu > New > Report > Duration Report. If nothing appears here, log out of TOPdesk and back in.

  2. On the left, select the values you want to filter on. You can filter on period, branch, call type, category, priority and status.

  3. Click Run report.

You now see how long it takes calls in a certain period to reach the status(es) you indicated in step 2 (under Define duration). Click on the tasks in the table to see which calls are included for that duration.

Tracking how longs calls stay on a status
  1. Open the duration report via TOPdesk Menu > New > Report > Duration Distribution Report.

  2. On the left, select the values you want to filter on. You can filter on period, branch, call type, category, priority, status, and operator group.

  3. Under Choose grouping, select status to see the average time of a call stays on statuses, or operator group to see how long each operator group takes to process calls.

  4. Click Run report.

You see the average time calls stay on each included status. The average is calculated over all calls for a particular month.

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Want to quickly access the reports? On your Call Management dashboard, you’ll find two buttons for creating a new duration or duration distribution report.

Saving reports
  1. Set up the report in the panel on the left.

  2. Under Templates, click on the context menuasset context menu..

  3. Click Save template.

  4. Enter a name for your report.

  5. Click Save template.

  6. Press Close to close to pop-up menu.

You can now reuse your report by choosing it in the drop-down list of Templates.