Call Center Solution: Minimize Abandoned Calls
CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports
5-15
Report Description
5
For
CentreVu Advocate, this report shows the percent of calls that were
both inside and outside the administered service level for the skill, the
number of calls that were answered and abandoned with the time to
abandon. The database items for the Split/Skill Call Profile Report are
stored in the
dsplit
(daily),
wsplit
(weekly), and
msplit
(monthly)
tables.
Report Heading
Description
Database Item, Calculation, or
<Calculation Name>
% Within Service
Level
The percentage of split/skill ACD calls that were
queued to this split/skill and answered within
your administered service level.
100*(ACCEPTABLE/
CALLSOFFERED)
<PERCENT_SERV_LVL_SPL>
ACD Calls
The number of split/skill ACD calls answered
within each service level increment.
ACDCALLS1-10
Aban Calls
The number of split/skill ACD calls that
abandoned within each service level increment.
ABNCALLS1-10
ACD Calls
The number of split/skill ACD calls that were
queued to this split/skill and answered by an
agent for this split/skill. This total also includes
O_ACDCALLS if you have the Outgoing Call
Management (OCM) application of ASAI. The
O_ACDCALLS is the number of ACDCALLS that
were placed by an adjunct; this is also referred
to as predictive dialing.
ACDCALLS
Avg Speed Ans
The average time the split/skill ACD calls were
waiting in queue and ringing before being
answered by an agent.
ANSTIME/ACDCALLS
<AVG_ANSWER_SPEED>
% Ans Calls
The percentage of calls queued to the split/skill
that were answered by an agent. Calls to the
split/skill include abandoned calls and calls not
answered. Calls not answered may include
forced busy calls, forced disconnect calls, calls
redirected to another destination, and calls
queued to more than one split/skill and
answered in another split/skill. For the Generic 3
switches, it does not include direct agent calls.
100*(ACDCALLS/
CALLSOFFERED)
<PERCENT_CALL_ANS>
