-- Call Detail Reporting Guide -- September 2000 -- Page 4 --
A call starts with auto-attendant answer. The auto-attendant offers callers routing choices, and/or collects
information to help intelligently route a call. Queuing, if it happens at all, starts with the call leaving the
auto attendant, and ends when the agent answers the phone. Queuing includes ring time of the agent phone.
Disconnects (call abandons) can happen at any time during the process. So a manager will want to track
when a call started, how long it spent in auto-attendant, and how long it remained in queue. From a
marketing perspective, the manager may also want to know where the call came from and when.
Determining how to maximize the experience and minimize the time spent:
Ring Answer Disconnect Wrapup
All of this activity is summarized under talk time and wrap-up time. Call transaction
information can be stored, after wrap-up, with the CDR record, using AltiGen’s AltiX, an ActiveX control
using AltiGen’s AltiLinkPlus CTI link.
As a consequence of these call processing steps, AltiGen’s CDR database contains, for example, data on a
call’s start and end times, AutoAttendant duration, work group assignment, queuing duration, talk time,
wrap-up time, voice message duration, and optionally call-associated data (User Defined Data).
1.3 Management Objectives
CDR and reporting packages help managers get the most out of their PBX and call center phone systems.
Knowing the timing of each step may lead to any of the following managerial actions:
Improving Quality of Service
•
Add more incoming phone lines or trunks so customer service increases and fewer callers hear busy
signals. Find the busiest routes.
•
Add, shorten, or improve automated routing and service options (improved AutoAttendant options)
•
Add call routing applications to better route calls to agents with specific skills
•
Add more agents to service calling customers and thereby shorten the waiting time and lower long-
distance charges.
•
Shorten the queuing time during the busy hour by adding more agents, possibly remote agents
•
Measure the service level of each workgroup and see if shifting agents benefits quality or lowers costs
•
Find the agents with the greatest call successes and measure how long they talk to customers. Use
these agents as models for other agents to learn from and emulate.
seconds
Communicate
Solution
Major Components of a Service Center
120
30
40
50
60
70
80
90
100
110
Identify
Caller
Describe
Problem
Identify Solution
Wrap-up
Screen Pop Time
Savings
Workflow/Wrap-up Automation Time
Savings
