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Abandoned Calls
Also known as Lost calls View
Agent Analysis for ACD Agent Group Report
This ACD report provides analysis of the agent's overall performance by ACD session. Agent Summary See other... View
Agent Performance for ACD Individual Agent Report
This ACD report provides an overview of individual Agent performance. See other ACD Reports; ACD Group Reports ACD... View
Agent Short Call Report for ACD Group
This ACD report itemises chronologically, short calls occurring within the set threshold for all Agents. See... View
Agent Summary Analysis for ACD Agent Group Report
This ACD report provides a summary of overall Agent Performance and is very useful for... View
Agent Summary for ACD Individual Agent Report
This ACD report provides an overview of individual Agent performance. See other ACD Reports; ACD Group Reports ACD... View
Books: Call Centre Management on Fast Forward: Brad Cleveland
Brad Cleveland: Succeeding in the new era of customer relationships View
Books: Full Contact: Greg Levin
Contact Center Practices and Strategies that Make an Impact View
Call Arrival and Transfer by ACD Group Report
This ACD report charts the call arrival pattern by ACD Group and transfers. See other ACD... View
Call Centre Management Association (CCMA) UK - 2013 Award Winners
The 2013 winners were announced at the gala dinner at the Palace Hotel, Manchester. The... View
Call Forecasting 1 - Historic Call Profile
Source Data An understanding of call volumes is key to forecasting staffing and budget requirements in... View
Call Forecasting 2 - Monthly Profile
Monthly Calls Annual calls start to have more meaning when a monthly breakdown is applied. In... View
Call Forecasting 3 - Weekly Profile
Weekly Calls Having considered the annual and monthly view, the next volume period to consider is... View
Call Forecasting 4 - Daily Profile
Daily Calls The next volume level and the key to real-time management is managing the daily... View
Call Forecasting 5 - Intra-Day Profile
Intra-Day Time Segment Calls Having understood call volumes received throughout all periods from day to full... View
Call Forecasting 6 - Call Profiles as Percentages
Call Volumes as Percentages Call volumes as percentages are important for day and intra-day time segments. ... View
Call Forecasting 7 - Forecasting with Percentages
Forecasting with Percentage Volumes If we establish that Monday represents 20% of the full weeks calls... View
Call Forecasting 8 - Intra-Day Profile Tables
Creating Profile Tables Having established the daily call volume, this can be tabulated to represent the... View
Call Forecasting 9 - Establishing Workload and Handling Times
Establishing the Workload In previous steps we understood how to collect and collate usable call volume... View
Call Transfers for ACD Agent Group Report - Intra-day Time
This ACD report identifies the log of the call source and post-answer transfers. See other ACD... View
Call Type Activity Codes for ACD Group Report
This ACD report identifies the level of activity coding of call types. See Interpretation for Call... View
Cloud Technology – Why?
Historically, deploying mission-critical software required that you purchase software licenses from a vendor, install the... View
First Call Resolution (FCR): The holy grail of KPIs
In this article, Karen Wenborn, shares her thoughts on one of the most important measures... View
First Contact Resolution (FCR) Levels and Skills Based Routing (SBR)
Whilst there is always a clear desire to match the call subject matter with the... View
First Contact Resolution (FCR): Agent Perspective - Internal Resolved
First Call Resolution (FCR) can be seen from both the customer and agent perspective. With... View
First Contact Resolution (FCR): Customer Perspective - External Resolved
First Call Resolution can be seen from both the customer and agent perspective. With this... View
Gamification - The Lowdown
The lowdown According to Gartner, gamification is the broad trend of applying game mechanics to... View
Incoming Call Analysis for ACD Group Report - Intra-day Time
This ACD report is an intra-day time generated report. Often best viewed when slpit through... View
Incoming Call Duration for ACD Group Report - Intra-day Time
Reports on incoming call duration View
Incoming Calls Abandoned for ACD Group Report - Intra-day Time
This ACD report is an intra-day time generated report. Often best viewed when slpit through... View
Incoming Calls Answered for ACD Group Report - Intra-day Time
This ACD report is an intra-day time generated report. Often best viewed when slpit through the... View
Lines Full for ACD Group Report
This ACD report provises information on all liners being full. See other ACD Reports; ACD Group Reports ACD... View
Nuisance Call Action Plan 2014
The first comprehensive and co-ordinated effort to tackle nuisance calls has been unveiled today by... View
Nuisance Calls: Department of Culture, Media & Sport Response to Which?
DCMS response to Which? led Taskforce recommendations for Government of 8 December 2014 10. The Department... View
Nuisance Calls: Reducing the Threshold for Enforcement: Conclusion
Proposal to lower the legal threshold for the Privacy and Electronic Communications (EC Directive) Regulations... View
Nuisance Calls: Reducing the Threshold for Enforcement: Proposal
Proposal to lower the legal threshold for enforcement of the Privacy and Electronic Communications (EC... View
Outbound Call Duration for ACD Group Report - Intra-day Time
This ACD report is an intra-day time generated report. Often best viewed when slpit through... View
Performance for ACD Agent Group Report - Intra-day Time
This ACD report provides a performance overview for the Agent Group. See other ACD Reports; ACD Group... View
Short Call for ACD Individual Agent Report
This ACD report itemises chronologically, short calls occurring within the set threshold for the individual... View
Software as a Service (SaaS)
Software as a service sometimes referred to as "on-demand software" supplied by ISVs or "Application-Service-Providers"... View
Speech Analytics
Speech analytics is the process of analyzing recorded calls to gather information, brings structure to... View
Trace Report for ACD Individual Agent
A trace report by it's very name, traces agent activity throughout the trace period. It... View
Unified Communications (UC)
Unified communications is the integration of real-time communication services such as instant messaging (chat), presence... View
What Does 10% Abandoned Feel Like?
Schematics of answered and abandonment rates View