Avaya Call Center Reports Explained Manual de usuario descargar pdf (Pagina 16)

Reports Explained

Reports Explained Issue 1 (2)

In this example, the time bins have been set in steps of 10 seconds, up to one minute. The

seventh time bin will capture any call that abandoned after waiting in excess of one minute.

Looking at the report we can see a descending profile from 10 seconds, through to the one

minute, and a large value for the seventh Time Bin.

This suggests that the callers to this particular Call Center fall into two main camps: those that

realise they are going to be placed on hold, and who hang up straight away so that they can ring

back later (those who hang up in less than 10 seconds) and those who once they have dialled in

are going to hang on for a long time before they give up (those who abandoned after one

minute).

• The identity of some of the abandoned callers may be held in the Abandoned Calling

Line ID Report (see Page 13).

• The Call Profile Report (see Page 34) will allow you to see the spread of Abandoned

Calls across the day. This can enable you to plan your staffing levels.

1 2 ... 11 12 13 14 15 16 17 18 19 20 21 ... 43 44

Sin comentarios

Avaya Call Center Reports Explained Manual de usuario Pagina 16