Instruction manual

Understanding call centers
78 Issue 3 July 2001 Send feedback: [e-mail]
Monitoring your call center
This step never ends. Monitor your call center’s performance
regularly so you can solve problems quickly and adjust to
changing conditions.
It’s critical that you monitor a new call center closely for the first
month. Use the hunt group and trunk reports described in ‘‘Using
reports’’ on page 55 to track your system. If you underestimated
call volume and trunk capacity, or overestimated agent
productivity, you need to change your system immediately.
In addition, perform a traffic analysis when your call center
begins operation. Work with your Avaya representative and your
local network provider. A traffic analysis gives you a
comprehensive picture of the demands on your system and how
well the system is performing.
For example, trunk reports tell you how often your trunks reach
100% occupancy. Your network provider may be able to tell you
how many callers are getting a busy signal from the CO when all
of your incoming trunks are in use. You need both pieces of
information to determine the total demand that your system needs
to meet.
If your business is growing, regular traffic analysis is crucial. Use
traffic analysis to project future demands on your system and plan
expansions accordingly.