The Service Level, or the ratio of missed to accepted calls (= availability), is displayed. Only outgoing calls are considered.
Service Level =100% means no missed call.
Service Level = 0% means no call was accepted (availability = 0%).
To analyze why the calls were not accepted, click on the segment not accepted. The following detailed evaluation now opens:
|In order to get up-to-date information about appointments from Microsoft® Exchange even without logging into the Windows® or MAC estos ProCall, estos EWS Calendar Replicator must be used. If you do not use any Microsoft® Exchange, it is possible to use the build-in appointment administration of estos ProCall. For journal entries that were made after the installation of version 1.0.3 of ProCall Analytics, an evaluation according to appointment (absent) and appointment (busy) is possible!|
To analyze the chronologically progress of the call duration, click on a segment in the evaluation. A new graphic opens with the chronologically progress of the call duration.
The following are displayed: