SYMPOSIUM REPORTS

[KennyRohan]

We have a call center making outbound calls. Some of the customer service reps keep track of their "dials" manually. When the computerized Symposium report comes out, it is usually lower than what the rep has on his/her sheet. Obviously, the system is not counting certain calls. Does anyone know how the Symposium system counts the outbound dials? Does it count when it hears a fax machine answer? a regular answering machine? a disconnected phone? a wrong number? Any info you can provide will be greatly appreciated. Grateful Kenny

 

[sandyml]

It depends on whether the PBX counts it as an answered call or not, which may vary depending on answer supervision, etc. Do you also have a call accounting package that you can use for comparison?

 

[Jay2003]

Hi,

For SCCS to count outbound calls the agent has to be logged in, As an alternative turn on the CallByCall reference and this will allow you to track all data, Xfer, Hold, Give IVR, OPen Voice Session etc.

Jason