Tek-Tips is the largest IT community on the Internet today!

Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!

Register Log in
  • Congratulations TouchToneTommy on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!

Measuring transferred ACD calls

Status
Not open for further replies.
george630us

george630us

MIS
Feb 27, 2002
83
US
Hi all, have a request for statistics on how may calls to our ACD get transferred. They are trying to find out how much of the time calls are getting handled by the first point of contact. We have "Call Center Deluxe" and BCMSVu on a 2.1.1 s8500 with 35 agents. From what I've been told we would need CMS and possibly Analyzer. Pretty big pice tag. Any other ideals? I feel Avaya really isn't giving the small to medium call center many tools and is forcing us to look at other call center vendors.
 
Status
Not open for further replies.

Similar threads

W
  • Locked
  • Question
CMS Reporting Avail -> Other -> ACD instead of Ring. Calls not counting for Summary reports
Replies
4
Views
798
Weslee
W
C
  • Locked
  • Question
911 calls
Replies
9
Views
1K
JefferP
JefferP
mjm23
  • Locked
  • Question
ACD calls not ringing on succeeding skills
Replies
1
Views
431
AdRC
AdRC
tweege
  • Locked
  • Question
Automatically bridge/observe 911 calls 1
Replies
4
Views
1K
JefferP
JefferP
S
  • Locked
  • Question
Sending Generic name to external outgoing calls
Replies
6
Views
1K
Tanzeem97
Tanzeem97

Part and Inventory Search

Sponsor

Back
Top