Hi all,
I've just ran a skillset summary report for the current month (4/1 - current). Our offices are closed on the weekends and no agents staff the phones. The service mode hours for this skillset on Saturday and Sunday are as follows:
Day Start: 23:59
Night Start: 00:00
On the report, we are seeing calls on the weekend and high service level percentages.
Example for Saturday 4/2:
Total: 8
Direct: 8
Indirect: 0
CC Transactions Answered: 8
Presented Calls Abandoned: 0
Presented Calls Disconnected: 0
Presented Calls handled in Another Skillset: 0
Presented Calls Unstaffed: 8
Service Level: 100
Questions:
1) Is there anywhere I can get a definition for each of those column headers? I'd love to know exactly what must occur for a call to be counted as a CC Transaction Answered.
2) My assumption for CC Transaction Answered for these calls is they went to voicemail as part of the Night call flow. Is that true?
3) On the following day, we had 6 calls, 4 of which were CC Transactions Answered (2 abandoned), and the resulting service level was 67%. At what point would those callers have had to hung up their phones... at the skillset greeting indicating the office was closed or once they hit the voicemail?
I appreciate any input - I've never really been clear on any of the RCC "definitions."
Thanks in advance!
I've just ran a skillset summary report for the current month (4/1 - current). Our offices are closed on the weekends and no agents staff the phones. The service mode hours for this skillset on Saturday and Sunday are as follows:
Day Start: 23:59
Night Start: 00:00
On the report, we are seeing calls on the weekend and high service level percentages.
Example for Saturday 4/2:
Total: 8
Direct: 8
Indirect: 0
CC Transactions Answered: 8
Presented Calls Abandoned: 0
Presented Calls Disconnected: 0
Presented Calls handled in Another Skillset: 0
Presented Calls Unstaffed: 8
Service Level: 100
Questions:
1) Is there anywhere I can get a definition for each of those column headers? I'd love to know exactly what must occur for a call to be counted as a CC Transaction Answered.
2) My assumption for CC Transaction Answered for these calls is they went to voicemail as part of the Night call flow. Is that true?
3) On the following day, we had 6 calls, 4 of which were CC Transactions Answered (2 abandoned), and the resulting service level was 67%. At what point would those callers have had to hung up their phones... at the skillset greeting indicating the office was closed or once they hit the voicemail?
I appreciate any input - I've never really been clear on any of the RCC "definitions."
Thanks in advance!
