![]() ![]() The percentage of outbound calls that had a good quality from the total number of outbound calls on which the quality was measured.ĭ_COUNT(Good quality outbound calls)/(D_COUNT(Good quality outbound calls)+D_COUNT(Bad quality outbound calls)) The percentage of outbound calls that were completed successfully.ĭ_COUNT(Completed outbound calls)/D_COUNT(Outbound calls) The number of bad quality outbound calls. The number of good quality outbound calls. IF (="Outbound" AND ="Not answered") THEN ENDIF The number of outbound calls that end users didn’t answer. IF (="Outbound" AND ="Abandoned in on-hold") THEN ENDIF The total number of outbound calls that were abandoned while on-hold. IF (="Outbound" AND ="Completed") THEN ENDIF The total number of outbound calls that were completed. ![]() The average number of inbound calls each day.ĭ_COUNT(Inbound calls)/DCOUNT_VALUES() The percentage of the inbound calls that had a good quality from the total number of inbound calls on which the quality was measured.ĭ_COUNT(Good quality inbound calls)/(D_COUNT(Good quality inbound calls)+D_COUNT(Bad quality inbound calls)) The percentage of inbound calls that were completed successfully.ĭ_COUNT(Completed inbound calls)/D_COUNT(Inbound calls) The number of good quality inbound calls. The total number of calls routed to voicemail. The number of inbound calls forwarded to overflow phone numbers. The number of inbound calls forwarded to external phone numbers via IVR. The number of inbound calls for which the callback feature was used. IF (="Inbound" AND ="Regular") THEN ENDIF IF (="Inbound" AND ="Not answered") THEN ENDIF The number of inbound calls during which the end user wasn’t connected with an agent, voicemail or external number and didn't abandon the call in one of the defined call stages. IF (="Inbound" AND (="Abandoned in IVR" OR ="Abandoned in queue" OR ="Abandoned in voicemail" OR ="Abandoned in on-hold" )) THEN ENDIF The total number of incoming calls that were abandoned by the end user. IF (="Inbound" AND ="Completed") THEN ENDIF The total number of inbound calls that were completed. The percentage of the calls that had good quality from the total number of calls on which the quality was measured.ĭ_COUNT(Good quality calls)/(D_COUNT(Good quality calls)+D_COUNT(Bad quality calls))ĭ_COUNT(Calls)/DCOUNT_VALUES() The percentage of the calls that were assisted by more than one agent.ĭ_COUNT(Multi-assist calls)/D_COUNT(Calls) The percentage of the calls that were completed successfully. These are calls that had at least one audio or network issue. These are calls that had no audio or network issues. The number of calls that had a 3 person conference. The number of calls that were transferred to another agent without the consultation phase. ![]() The number of calls that had a consultation with an additional agent or external number. The number of calls that were assisted by more than one agent. The number of calls that were not recorded. The number of calls during which the end user wasn’t connected with an agent, voicemail or external number and didn't abandon the call in one of the defined call stages. IF (="Abandoned In IVR" OR ="Abandoned In queue" OR ="Abandoned In voicemail" OR ="Abandoned on-hold" ) THEN ENDIF ![]() The number of calls that were abandoned while in your IVR, queue, voicemail, or on-hold. The total number of calls that were completed. ![]()
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