Filter
Top Products
Maintaining Intelligent Queue and Contact Center Management 477
Smart Choice Layer Group by Layer by Exit Code
The Smart Choice Layer Group by Layer by Exit Code report shows calls statistics for each exit code selected
inside a layer, for each layer associated to the layer group.
Smart Choice Layer Group by Exit Code report provides the following information. (See Table 17-8.)
Smart Choice Port Group Performance by Port
The Smart Choice Port Group Performance by Port report shows call statistics for each port associated with
the Smart Choice Tree selected. (See Table 17-9.)
Table 17-8: Smart Choice Layer Group by Layer by Exit Code
Report Field Description
Exit code number the number of the exit code
Exit code name the name of the exit code
Total count the total number of calls that leave the layer group by selected code
Total duration (hh:mm:ss) the total duration of calls, from the time they are picked up by the port
to the time they exit the layer
Average duration (hh:mm:ss) the average duration of calls, from the time they are picked up by the
port to the time they exit the layer
Table 17-9: Smart Choice Port Group Performance by Port
Report Field Description
Total Smart Choice calls the total number of calls that reach the layer that are Smart Choice
(automated attendant guided) calls
Total duration (hh:mm:ss) the total duration of calls, from the time they are picked up by the
port to the time they exit the layer
Average duration (hh:mm:ss) the average duration of calls, from the time they are picked up by
the port to the time they exit the layer
Average menu choices per call the average number of menu choices callers select while in the
Smart Choice tree
Total calls ending in Smart Choice the total number of callers that hang up while in the Smart Choice
tree
Total calls transferred out from Smart
Choice
the total number of calls that are transferred out of the Smart
Choice tree to another answering point such as Path or Extension