Response Quality and Improved Service Levels

Quality Manager is a tool for retaining the desired quality of telephony service. Advanced statistics facilitate follow-up of service objectives. Daily follow-up of calls is compiled into a daily overview along with:

• How the calls are responded to (waiting time, handling time, etc.)
• Abandoned calls
• Total number of incoming calls
• Response times for group numbers, ACD and groups of, or individual, extensions.
• For each agent, statistics show the number of calls, waiting time, handling time, recalls and queuing time.

Easy follow-up of work performance

Quality Manager shows real-time images of the traffic workload. This means that at every moment, the number of calls, active agents, waiting times, lost and interrupted calls are shown. Agents can directly see how well, or poorly, calls are handled. Staffing levels can be made by agents since Quality Manager calculates the required staffing level. Quality Manager also provides a precise analysis of numbers of active agents in relation to reply quality.

Measuring response quality

In order to get information about how tasks are carried out in the organisation, measurement groups can be defined – for example, a mix of individual extensions or group numbers. Response quality for the whole organisation can then be measured, and deficiencies in quality can be disclosed. Such information is invaluable in trying to ensure that no caller gets caught in loops, waits for responses from unattended extensions or is met by bottlenecks in VoIP solutions. This important information affords the opportunity to deal with the problem and to show results for the persons concerned. Twenty different reports for agent groups, PBXs and ACD groups can be automatically sent via e-mail or to Excel, Word or Acrobat. The reports show service levels per day, hour or quarter of an hour by parameters such as response times and average queue time for internal, incoming and lost calls. 

Related information:
The Value of Telecom Expense Management
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