24*7 call center - Queue report aacuracy???

[Learnmore]

We are running 24*7 call center. When we pull the queue report to calculate the drop calls, we use calls entered - (calls answered+calls abandoned) on a daily basis. But as it is 24*7 setup, there are chances that calls that entered the queue before 12 am can get distributed to the agents the next day. In this scenario, how to get accurate queue report? How to validate it?

[Adam G]

Defining rules around your call accounting is another way....

If you agree that your reporting has a level of accuracy - and you maintain that accuracy - you won't have to account for the calls that fall over midnight.  For example - if you know that an average of xx calls fall over midnight, then you have a good idea of the accuracy you can achieve... perhaps 99.9%?

The mathematical way is to take the same figures (Calls Entered - (Calls Answered + Calls Abandoned)) from the smallest Aggregation value (15 mins?) at 23:45 and 00:00 and try to work out the difference.  It will not be 100% accurate because some calls may have been queuing before 23:45 and other calls may have been answered after 00:15 - but it is more accurate than knowing nothing at all!

Hope some of this helps?

TT

[fnunezsa]

Please refer to the Reporting Technical Reference Guide for Statistical Category and Time Profiles descriptions. For example, if you use total adjusted number or total adjusted time categories, then Stat Server will account for the time that the interaction started and the time that the interaction ended to decide if the interaction is counted in one or another period.

[Learnmore]

[quote author=tonytillyer link=topic=6501.msg28292#msg28292 date=1308930776]
Defining rules around your call accounting is another way....

If you agree that your reporting has a level of accuracy - and you maintain that accuracy - you won't have to account for the calls that fall over midnight.  For example - if you know that an average of xx calls fall over midnight, then you have a good idea of the accuracy you can achieve... perhaps 99.9%?

The mathematical way is to take the same figures (Calls Entered - (Calls Answered + Calls Abandoned)) from the smallest Aggregation value (15 mins?) at 23:45 and 00:00 and try to work out the difference.  It will not be 100% accurate because some calls may have been queuing before 23:45 and other calls may have been answered after 00:15 - but it is more accurate than knowing nothing at all!

Hope some of this helps?

TT
[/quote]


Thanks, Tony. Yes, I can check the calls queued between 23:45 and 00:00 and can calculate the % accuracy.

[emenacinc]

we are also running 24*7 call center with 2 shifts with cover the market especially in the Canada and the USA, We also provides the outsourcing services. with professional and the hard working agents. which will helpful to promote your business in reasonable price . for further information you can contact the given list or simple visit our site.