Instruction manual

Measuring call center performance
Issue 3 July 2001
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reports
The table below shows you how to monitor the performance of
your call center by using these reports. To use the table, pick what
you want to measure from the column headings. As you read
down the column, each row shows the fields on a particular hunt
group report — if any — that measure that aspect of call center
performance.
For detailed information on these reports, see DEFINITY ECS
Reports.
How many people can use switch reports?
The number of switch administrators and super-users who can log
in simultaneously to view switch reports varies with the type of
switch you have:
A scheduled report counts as a login. Therefore, you should
schedule reports to print during off-hours.
Reports
How many calls are
answered? How fast?
Cost-
effective?
Hunt Group
Measurements
Calls Ans/Aban. Speed Ans (sec) Total Usage
Time
Available
Hunt Group
Performance
Speed Ans (sec)
Hunt Group Status LCIQ
csi si r
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