---
updatedAt: 2025-07-24T06:02:12.000Z
agentTools:
  projectIndex: https://docs.acefone.co.uk/llms.txt
---

# Department Performance Report

## **Date Selection**

![](https://files.readme.io/640279bf10945bc6b1172f567f4baf1896320949b85c10467fe09821beef45f8-image.png)

* Click on the date selection tool, as shown in the screenshot above.
* The date selection tool allows users to define the time range for the dashboard data. Users can select predefined ranges (e.g., Last 7 Days, Last Month) or choose a custom time frame by specifying start and end dates/times. However, the filter allows the selection of a maximum of 30 days in one go to ensure optimal performance and data accuracy.

![](https://files.readme.io/97bd292ec33c73780672ea4958906cfaee1f0b07ca27c403ee182937e967d2ba-image.png)

* Click on the Hourly Time Period option to retrieve the department performance report on an hourly basis.

***

## Filter by Department

* To filter the report by specific department:

1. Click **Department name** in the top-left corner of the page.
2. Enter the name of the department.
3. Click **Search** to apply the filter.

![](https://files.readme.io/215005789ceba2978ee62fb8fa1f193f43ab3e960aa7d6ba5a03f14968e5497d-image.png)

***

## Field Descriptions

![](https://files.readme.io/7d2625f5a164de7744bb96449081a44f835f02425b7f7ea7231d517a27a85503-image.png)

* The report consists of the following fields:

| **Field**                       | **Description**                                                                                                      |
| ------------------------------- | -------------------------------------------------------------------------------------------------------------------- |
| **Department (ID)**             | The name of the department.                                                                                          |
| **Total Calls**                 | The total number of calls received by the department.                                                                |
| **Average Number of Calls/Day** | The average number of calls received per day. **Formula: Total number of calls / Number of days.**                   |
| **Average Call Handling Time**  | The average time taken to handle a call. **Formula: Total time taken to handle calls / Total number of calls.**      |
| **Answered Call Rate**          | The percentage of calls answered by the department. **Formula: (Answered calls / Total calls)* 100.*\*               |
| **Answered Calls**              | The total number of calls answered by the department.                                                                |
| **Missed Call Rate**            | The percentage of calls missed by the department. **Formula: (Missed calls / Total calls)* 100.*\*                   |
| **Missed Calls**                | The total number of calls missed by the department.                                                                  |
| **Unique Callers**              | The total number of unique callers to the department.                                                                |
| **Unique Answered Call Rate**   | The percentage of unique calls answered by the department. **Formula: (Unique answered calls / Total calls)* 100.*\* |
| **Unique Answered Calls**       | The total number of unique calls answered by the department.                                                         |
| **Unique Missed Call Rate**     | The percentage of unique calls missed by the department. **Formula: (Unique missed calls / Total calls)* 100.*\*     |
| **Unique Missed Calls**         | The total number of unique calls missed by the department.                                                           |
| **Total Call Handling Time**    | The total time spent handling calls.                                                                                 |

> 📘
>
> Duration/Time is shown in HH:MM:SS format.

***

## **Export Report**

![](https://files.readme.io/5ddd6db56b58ed9b253b077f08b69d8a1600006c9d7a9c9821d287be33524284-image.png)

| **Feature** | **Description**                                                                                              |
| ----------- | ------------------------------------------------------------------------------------------------------------ |
| **Export**  | Provides an option to export the current report data in a file format such as Excel or CSV for external use. |