Monthly

Management Report
For May 2018

Preface

The purpose of this report is to give a detailed status and overview of what has been achieved

The report will include statistical figures exported from our PBX system, while presenting some
with statistical analysis that could help in understanding market status
 Call Flow Per Month
1400 1232
1200
1000 873
748748
800
516476535563460 436
600 399392 389 405
325 287325273252251
400 186 240
150 181104206201260174204190
200
0

Sum of CallsOffered Sum of CallsAnswered Sum of CallsAbandoned

The Total number of calls handled by Telesupport for this month is 9336
The Total number of calls Offered to Telesupport for this month is 11981
The Total number of calls Abandoned for this month is 2638

Call Flow Week1

450
400
350
300
250
200
150
100
50
0
5/1/2018 5/2/2018 5/3/2018 5/4/2018 5/5/2018 5/6/2018 5/7/2018

Call Flow Week2

700
608
600
496
500 447 460
391
400
310
300
219
200

100

0
5/8/2018 5/9/2018 5/10/2018 5/11/2018 5/12/2018 5/13/2018 5/14/2018
 Call Flow Week3
700
628 631
600

500

400
333
300 247 238 245

200 139
100

0
5/15/2018 5/16/2018 5/17/2018 5/18/2018 5/19/2018 5/20/2018 5/21/2018

Call Flow Week4

250

200

150

100

50

0
5/22/2018 5/23/2018 5/24/2018 5/25/2018 5/26/2018 5/27/2018 5/28/2018

Average Speed of Answer in Seconds

60

50

40

30

20

10

0
5/1/2018

5/14/2018

5/20/2018
5/2/2018
5/3/2018
5/4/2018
5/5/2018
5/6/2018
5/7/2018
5/8/2018
5/9/2018
5/10/2018
5/11/2018
5/12/2018
5/13/2018

5/15/2018
5/16/2018
5/17/2018
5/18/2018
5/19/2018

5/21/2018
5/22/2018
5/23/2018
5/24/2018
5/25/2018
5/26/2018
5/27/2018
5/28/2018
5/29/2018
Call Flow Per Hour

Average Call Flow Per Hour

140
118
120

100
95

72 77
80 71 66 70
59
60 51 47
45 40 38
40 32
23
15 17
20 7 7
0 2 0 0 5
0
12 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 11
AM AM AM AM AM AM AM AM AM AM AM AM PM PM PM PM PM PM PM PM PM PM PM PM

Outgoing Calls
14 13

12
10
10 9
8
8 7

6 5 5 5 5 5 5

4 3 3 3 3 3
2 2
2 1 1 1 1 1

0
5/7/2018

5/16/2018

5/24/2018
5/1/2018
5/3/2018
5/4/2018
5/5/2018
5/6/2018

5/9/2018
5/10/2018
5/12/2018
5/13/2018
5/14/2018
5/15/2018

5/17/2018
5/18/2018
5/19/2018
5/20/2018
5/21/2018
5/23/2018

5/25/2018
5/28/2018
5/30/2018

The Total number of outgoing call is 101