Connectware Call Center
- Aaron Bailey
The call center page is used to view statistics of a call queue and to generate reports both on demand and scheduled.
This page provides an overview of the selected queue along with a graph showing the number of active calls for the past 8 hours.
This page allows the setup of a customized wallboard that can display many different types of statistic of the queue and is intended to be displayed in the call center on a large monitor or projector.
This page displays several different reports and allows a time frame to be set for each. Reports include:
Queue Stats
Call Volume: Total calls by hour.
Calls Handled: Calls answered by hour.
Average talk time: in minutes.
Average wait time: in minutes.
Abandoned Calls: Calls where the customer hung up before the call was answered by the agent.
Service Level: A percentage of calls answered to total calls. If 4 out of 5 calls were answered the service level would be 80%.
Agent Stats: A breakdown of calls handled, talk time, average talk time, and average handle time for a given agent.
Agent Availability: A break down of logged in time, available minutes, lunch, break, and meeting time for a given agent.
Dialed Number Stats: a summary of the outbound calling for a queue, rare in hospitality.
Abandoned Calls: A summary of the callers that hung up before their call was answered.
Any of these reports can be printed or downloaded as a CSV file.
Clicking on the Email Reports button will allow reports to be automatically generated and emailed on a daily, weekly, monthly, or combination of all three.
Here the Service Level Agreement can be set. This is the number of seconds a caller is allowed to wait before being answered by an agent.
Custom statuses (i.e. reasons why an agent is on the clock but not taking calls) can be added for better tracking based on the use case.
