The Call Volume report enables you to view and analyze the total number of calls over a specified period. This helps monitor overall call traffic and identify patterns—supporting capacity planning, team allocation, and performance trend analysis.
To generate reports based on call volume:
Log in to the CR&A UI.
Click Reporting menu.
On the Reporting page, click Call Volume.
From the Select Report Criteria drop-down list, select how the user want to evaluate their call volume.
Select the applicable time zone from the drop-down list.
Select the applicable period from the drop-down list.
From Select Chart Display Values, select one or more options based on your requirement:
Include Internal Calls
Include External Calls
Include Total Calls
Include Empty Values
Select one or multiple agents from the Agents & Groups section.
Select one or multiple extensions from the Extensions section.
Click Generate Report to display the report results.
If the report includes a large amount of call, the warning is displayed.
Click Continue.
The report is displayed.