Key indicators (summary)

PCA_Summary_KPI

Description:

Left = current time period
Right = comparison time period

  • Service Level
    Availability refers only to incoming calls. Click on the parameter for additional analysis.
  • Number of calls
    Sum of all incomming calls (missed and accepted). Click on the parameter for additional analysis.
  • Missed calls
    Sum of all missed calls. Calls that were representatively accepted by another employees are not classified as missed. Click on the parameter for additional analysis.
  • Accepted calls (conversations)
    Sum of all accepted calls with a call duration>0 Click on the parameter for additional analysis.
  • Average call duration per call
    Sum of call duration /number of successful calls
  • Call duration
    Sum of call duration / number of successful calls
  • Average waiting time
    The average waiting time is the time range from the first indication of the incoming call in the telephone system til acceptance of the call by the employee. Outgoing calls are not considered. Click on the parameter to open the evaluation Response Time.

Filter:

  • selected employees
  • Comparison time period
  • Time period
  • internal/external or all calls

PCA_Graph_Menu_Open Settings / Filter:

  • incoming calls only
  • outgoing calls only
  • incoming/outgoing calls

Version 6.1