Availability (outgoing)

Description:

The Service Level, or the ratio of missed to accepted calls (= availability), is displayed. A Service Level of 100% means no missed calls. Only outgoing calls are considered.
To analyze the development of the call duration (outgoing) over time, click on a segment of the call duration (e.g. <10s). A new graphic opens with the Chronological Sequence of the Call Duration.

Filter:

• Selected customers or Top 5 / Top10 / Top20 / all
• Time period
• internal/external or all calls

The following are displayed:

• Sum of all accepted outgoing calls (conversations) as a percentage of all outgoing calls
• Sum of all missed outgoing calls as a percentage of all outgoing calls