This ACD report identifies the level of activity coding of call types.

 To be able to report on call type activity, predetermined call codes will be set alongside a call description in the ACD. This allows the agent at the end of the call to code it.

There are a number of key observations from the information provided; 

• Of the calls coded, two thirds of the total percentage durations belong to Missed Appointments and Chase Delivery based on the volume of the counts.
• Chase Delivery and then Missed Appointments represent the top two areas for contact.
• The information now provides the foundation for improvements in service delivery failures, process improvement and re-engineering.
• Chasing Delivery may be a quick fix - a drill-down or additional code could identify whether customers were calling prior to expected delivery time. These calls could be avoided by an IVR message to the effect that no information will be available until after the expected delivery time has expired.

• Coding of this nature allows for the creation of individual call type average durations (talk time only) - so the average duration for a delivey related call is 03:08 minutes, of which, damaged deliveries average at 05:38 minutes.
• The summary average call durations should be weighted reflecting the volume of calls by description rather than just a mathematical average of the five listed average durations.
• For the Deliveries ACD group, only 71.9% of contacts were coded - 827 out of a total of 1151 contacts. There could be two main reasons for this;
  • Agent behaviour, where the agents have chosen not to or forgotten to code the call. To overcome this, where possible, the field should become mandatory or where this is not possible to provide a screen pop-up reminder. At the drill down level individual agent summaries will be available, identifying the number of contacts coded by agents. This will be particularly useful for feedback, coaching and targeting.
  • Where the call descriptions are limited then agents will not be able to code a call if the description is not available. In the circumstances, consideration should be given to increasing the number of codes or providing an 'other' description to collect remaining contacts. Whilst the latter is not ideal as it always begs the question as to what the 'other' bucket contains, it does provide for a 100% coding achievement - where anything less than 100% will be down to agent behaviour.
  • This logic also applies if the call coding takes place in a CRM application rather than in the ACD.

See other ACD Reports;

• ACD Group Reports
• ACD Agent Group Reports
• ACD Individual Agent Reports