Availability (outgoing)

Description:

The Service Level, or the ratio of the missed to the accepted calls, is displayed. Only incoming calls are considered. Service Level equals 100% means that all calls for a project were accepted and there are no missed calls. Service Level 0 % means no call for a project was accepted (availability = 0%) 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 projects or Top 5 / Top10 / Top20 / all
• Selected employees / teams
• 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