Availability (incoming)
Description:
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:
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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 development of the call duration 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:
- Employee
- Time period
- internal/external or all calls
The following are displayed:
- Number of accepted incoming calls (conversations) as a percentage of all incoming calls
- Number of missed incoming calls as a percentage of all incoming calls
- optional: divided according to connection duration
Settings:
-
Display connection duration.
- Determine the threshold values in seconds according to the option "Display connection duration" is activated. The successful incoming calls are divided into segments.
Version 8.3