how can i get the total call volume

[JJR]

Hi ..

Please suggest me how to get the total call volume of a call center.

Thanks

[mark]

Thats a rather wide open question.

Does your routing go to multiple sites or does each inbound number route to specific single sites only?

[Lorenzo]

It all depends on your call flow...
For example, if you have developped several routing strategies and one queue by service you can create a DN group including all the queues to get the Totalnumber of calls entered, distributed, abandoned etc ...

[tony]

Here's one....

Task your Team Leaders with monitoring your Agents.  Every time an Agent picks up the phone, the TL puts a tick in the box.  At the end of the day, you collect in all the tick sheets and add them together. Et voila!

Seriously, though...

If you have a list of your Inbound Service Numbers (National Numbers) and their associated end points on your local PBX (Directory Numbers/Extensions), it should be a straighforward job to create a DN/Extension association for them in Genesys.  From there, you can create a DN Group and then monitor that DN Group for the statistic [i]TotalInbound [/i] via either CCPulse+ (Real-Time Reporting) or CCA (Historical Reporting)

...Hang on - that's what Lorenzo just said... Oh well - it's all true then, I guess...! lol

Tony

[JJR]

Thanks a lot...it helped me a lot...