BCM 400 Call Center

[COMTECTECH]

Hello all,

I have a CallCenter pro with reporting set up. The customer is asking what Unstaffed calls means exactly on the summy report. I just read the whole 44 pages on repoting explained with no luck. Do anyone know what that means exactly.

Thanks
Tim

 

[biv343]

My interpretation is that unstaffed calls refer to calls that came into the call center when nobody was logged in to take the calls. Never seen that in the Nortel docs, but from my experience they always seem to appear once the system is in day mode and nobody has logged in, or if people log out before the system goes into night mode.

 

[COMTECTECH]

Thanks again Biv.

tim

 

[DebSchwab]

The unstaffed calls also include calls that came in when the system is in night mode. Let's say a call centre is open from 9-5. If you pull the report for a 24 hour period, the unstaffed calls will show how many calls you are receiving when you are not staffed (after hours), and the graph will show you what time those calls come in. This allows management to determine whether it is worthwhile to extend the hours of the call centre, and what staffing levels should be.

Debbie Schwab

http://www.telecomtrainers.ca