Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: JJR on June 01, 2009, 03:49:56 PM

Title: how can i get the total call volume
Post by: JJR on June 01, 2009, 03:49:56 PM

Hi ..

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

Thanks

Title: Re: how can i get the total call volume
Post by: mark on June 03, 2009, 11:11:21 AM

Thats a rather wide open question.

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

Title: Re: how can i get the total call volume
Post by: Lorenzo on June 03, 2009, 06:25:30 PM

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 ...

Title: Re: how can i get the total call volume
Post by: tony on June 04, 2009, 11:25:37 AM

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

Title: Re: how can i get the total call volume
Post by: JJR on June 06, 2009, 05:07:28 PM

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