Tasks Handled

The Tasks Handled report is an Interactive Report that provides a comprehensive overview of tasks successfully handled within the selected time period.

It focuses on task volume, distribution across organizational dimensions, detailed task-level records, and time-based performance metrics such as average talk time and wait time.

This report is primarily intended for operational monitoring, workload analysis, and performance evaluation.

Available Pages

The Tasks Handled report consists of the following pages:

  • Main

  • Details

  • Month Comparison

  • Avg. Talk Time

  • Avg. Wait Time

  • Volume

Main

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The Main page provides a high-level summary of handled tasks.

It includes:

  • Total number of handled tasks

  • Distribution of handled tasks by team

    • Team

    • Site

    • Channel

    • Queue

    • Handle Type

  • Task volume by start interval, showing how handled tasks are distributed throughout the day

This page is typically used for a quick operational overview and trend identification.

Details

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The Details page displays a detailed table of individual handled tasks.

Each row represents a single task and includes:

  • Start and end time

  • Channel

  • Entry point

  • Queue

  • Assigned agent

  • Direction (inbound / outbound)

  • Campaign

  • Destination

  • Customer contact details (where available)

This page is intended for in-depth task-level analysis and investigation.

Month Comparison

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The Month Comparison page compares the number of handled tasks across months.

It allows users to:

  • Identify month-over-month changes in handled task volume

  • Detect trends, growth, or decline in workload over time

This page is useful for longer-term performance evaluation.

Avg. Talk Time

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The Avg. Talk Time page shows the average talk time comparison across months.

It helps to:

  • Monitor changes in average call handling duration

  • Identify efficiency trends in task handling

Avg. Wait Time

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The Avg. Wait Time page displays the average customer wait time across months.

It allows users to:

  • Track changes in customer waiting experience

  • Identify periods with increased wait times

Volume

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The Volume page provides a detailed time-based breakdown of handled task volume.

It includes:

  • Hourly distribution of handled tasks

  • Heatmap-style views showing task concentration by:

    • Hour of day

    • Day of week

    • Day of month

This page is useful for capacity planning and workload optimization.