https://docs-voice.uk.xarios.cloud/en-gb/reports/reportviews/ Recent content in Report Views on ~.Dimensions.~ Hugo -- gohugo.io https://docs-voice.uk.xarios.cloud/en-gb/reports/reportviews/longcalls/ Mon, 01 Jan 0001 00:00:00 +0000 https://docs-voice.uk.xarios.cloud/en-gb/reports/reportviews/longcalls/ Long Calls # The Long Calls view identifies your longest interactions, ranked by duration. Call length is often a leading indicator of underlying issues — whether process bottlenecks, complex problems that require escalation, difficult customer situations, or inefficient handling. Why Track Call Length? # Identifying process problems — a sudden increase in call duration for a particular call type or queue often signals that something has changed — a system is slower, a process step has been added, or there is confusion about how to handle a scenario. https://docs-voice.uk.xarios.cloud/en-gb/reports/reportviews/lostcalls/ Mon, 01 Jan 0001 00:00:00 +0000 https://docs-voice.uk.xarios.cloud/en-gb/reports/reportviews/lostcalls/ Lost Calls # The Lost Calls view identifies calls that were abandoned — customers who hung up before reaching a user. Every lost call represents a missed connection, and tracking them reveals whether customers are leaving due to wait times, routing confusion, system issues, or frustration. Why Track Lost Calls? # Detecting routing and queue problems — a sudden spike in abandoned calls in a particular queue often indicates sizing issues (too few users for call volume), routing misconfiguration, or system problems causing excessive hold times. https://docs-voice.uk.xarios.cloud/en-gb/reports/reportviews/repeatcalls/ Mon, 01 Jan 0001 00:00:00 +0000 https://docs-voice.uk.xarios.cloud/en-gb/reports/reportviews/repeatcalls/ Repeat Calls # The Repeat Calls view identifies customers who contact you multiple times within a short period — a pattern that almost always signals an unresolved issue. When a customer calls back, it means your first attempt to help them did not succeed, representing both a customer satisfaction risk and an opportunity to improve. Why Track Repeat Calls? # Measuring first-contact resolution — repeat calls are the inverse of first-contact resolution (FCR).