What constitutes a call in terms of reporting?

[gingernut76]

Hi everyone, I have been given two conflicting views on what would seem a straight forward question..

The question is; -

When an agent dials an external telephone number from their turrets, does this register as a call against them when they dial the number or is it just when the remote end is answered by someone or an answer machine?

The reason for the question is the agent call stats from CCMS are being used to measure the agents for their appraisals and the supervisors want to know if the calls made stats are true calls or just the amount of times the agent has dialled externally regardsless of the final result?

Thanks in advance for your help.

Pelly

 

[Milesprower]

From the Historical Report and Data Dictionary, the definition of DNOutExtCalls is: The total number of DN calls originated by the agent from his or her DN key to a number external to the customer group. This statistic includes external parked call retrieved by an agent. The call is pegged whent hte agent presses the DN key.

Not this differs from DNOoutIntCalls: The total number of DN calls originated by the agent from their DN key to the same customer group. This includes internal calls retrieved by an agent. The call is pegged when the caller is connected.

So it appears there is a distinction between internal (pegged on call completion) and external calls (pegged on DN key press).

 

[Milesprower]

From the Historical Report and Data Dictionary, the definition of DNOutExtCalls is: The total number of DN calls originated by the agent from his or her DN key to a number external to the customer group. This statistic includes external parked call retrieved by an agent. The call is pegged when the agent presses the DN key.

Note this differs from DNOoutIntCalls: The total number of DN calls originated by the agent from his or her DN key to the same customer group. This includes internal calls retrieved by an agent. The call is pegged when the caller is connected.

So it appears there is a distinction between internal (pegged on call completion) and external calls (pegged on DN key press).