SECC - Reports 2

[Christine66]

I have been away from SECC for a long time. And, I am new in new organization so I'm not quite sure how to ask this question. My Call Center Manager has given me an Application Performance report that shows their weekly totals as Calls Offered 55,848 - Calls Answered 24,967 - Calls Abandoned 2,809. Where do I start to look to figure out what is wrong with these numbers? Where are the other calls going? How can I tell if the abandoned number is correct? Thanks.

 

[Milesprower]

The numbers are correct. Not all the numbers are on the Application Performance Report.

You need to go to the Application Call Treatment report to find what happened to the other calls. In general these are called "terminated" calls. In most cases, these are calls that are Routed (usually to voice mail), Disconnected (usually during closed times), Given Busy (sometimes done during busy times).

 

[aperez54]

Check your calls terminated - forced disconnect, forced busy, voicemail etc. My 'missing' numbers are always there.

 

[aperez54]

Miles beat me to it

 

[Christine66]

Thank you Milesprower and aperez54 to your information. I'll check it out.