Thursday
Jan212010
How many report types are produced? What are the types? What are the sections/fields for each type of report?
Reports currently include:
Overall Results Summary:
- Avg. Speed to Answer
- Avg. Time in System
- Avg. Agent Utilization
- Avg. Abandonment
- Avg. Blocked Calls
- Avg. Customer Satisfaction Index
- Avg. Cost per Transaction
- Total Calls Blocked
- Total Calls Abandoned
- Total Calls Handled by IVR
- Total Transactions Served by Agents
- Total Transactions Received
Agent Utilization for each report period
Detail Call Log:
This is displayed using a pivot table. This can be aggregated by (a) Time Period (b) Point of Entry (c) Transaction Type (d) Skill Group (e) Customer Value Index. Specific Results include:
- Number Blocked
- Number Abandoned
- Number Completed by IVR
- Number Completed by Agent
- Number Within Time in System Target
- Average Time in System (IVR)
- Average Time in System (Agent)
- Average Speed to Answer
- Total Cost
- Average Cost per Call
- Average Customer Satisfaction Index