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Reply To: Traffic Management

Robert Shierson

I do a similar thing for a 100 staff call centre, and the following could be useful. Calls offered today/week compared to same day/week last year (% up or down). Calls answered with same comparison Calls abandoned(%) Average call time, wait time, abandoned wait time. Calls transfered. Longest answered call time. Longest answered wait time. Erlangs Average Wrap(non talk) time.

if in sales, compare calls to sales made and make a conversion(% of calls turned into sales) and compare Conversion % this year and last.

Add system delays or down times if they affect any of the above. hope this is of some use?

Let me know,
Rob Shierson Operations Co-ordinator.