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
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