Call Details Report: Overview - Admin Panel

Purpose: Show what callers need, who handled calls, and how fast requests were closed.

What is inside

• Call Bifurcation: Reasons for calls.

• Call Assignments: Number of calls assigned to each user. NA means not assigned to a single user and handled by the team.

• Call Closure Time: Time your team took to close requests.

• Call Closers or Closed by: Who closed the calls.

How to use it

1. Set the Select Duration.

2. Start with Call Bifurcation to see the top reasons.

3. Check Call Assignments to balance workloads.

4. Review Call Closure Time to find process delays.

5. Use Call Closers to recognize contributors and coach where needed.

Tips and good practices

• If one reason grows, update message templates and knowledge notes.

• If many calls are NA, review routing and ownership rules.

• Celebrate fast closure and share the steps that worked.