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Measuring transferred ACD calls

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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.
 
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