How do folks calculate ACD reports

[RyanEOD]

So, I am trying to work on some reports and I have a question on how people compute their data. I want to do 15 min snapshots of my system but the problem I have is what to do with items that happen before/extend beyond the 15 min window?

I can report on the call being answered in one 15 min window, but then for the duration of the call do I keep a 1 in that column for that call? The questions are for things like average speed of answer and Time on phone and what not.

I was just wondering if anyone else had thought this out and thought of a good way to compute it.

I can give some really long winded examples but I was hoping to keep this short . . .

Thank you.

Ryan

 

[SYQUEST]

What kind of PBX?

The Northern Telecom Option61 I used to work on had an ACD adjunct processor that provided all that stuff in reports that could be generated by a system schedule or on demand, and printed a report or displayed it on a supervisor terminal. We never calculated anything.

....JIM....

 

[RyanEOD]

I have a couple different systems that I am trying to combine the numbers for. I know some systems auto calculate these numbers but I guess I am wanting the check the validity of the numbers they computer. Since I can see a problem is trying to calculate it I am wondering how these systems "automatically" calculate it . . .

 

[SYQUEST]

You will probably need to contact the manufacturer to find out any detail not covered in the documentation. These reporting functions use an application designed for that purpose: ACD reporting. I know there are companies that do ACD reporting as a separate system, but the names don't come to mind at this time. I know they run on a PC. Call centers usually use them if the base PBX does not provide the features/flexibility the customer wants.

....JIM....

 

[jerryreeve]

A quite a few of the calculations I have seen for busy studies (how busy the individual phone lines are) was based on Century Call Seconds, in other words how many seconds (divided by 100) that the total of lines was busy then divided by the number of lines to show how busy overall a group (in your case call center) was for a given ammount of time then from that basic info you can look at number of calls, longest/shortest/mean of calls. with those 4 blocks of info you can chart your activity. the sand in the gearbox is how long is acceptable for the calls, you will have to adjust your baselines of longest/shortest/mean to reflect what the customer is actually expecting.

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Hill?? What hill??
I didn't see any $%@#(*$ Hill!!
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JerryReeve
Communication Systems Int'l
com-sys.com