Call C

Start Time=01/01/2022 00; End Time=01/01/2023 00

System Inbound
Time
Inbound Calls Successful Calls Success Rate Lost Calls Inbound IVR Calls

01/2022 54215 54215 100.00% 0 54215

02/2022 40472 40472 100.00% 0 40472
03/2022 42089 42089 100.00% 0 42089
04/2022 36751 36751 100.00% 0 36751
05/2022 38578 38578 100.00% 0 38578
06/2022 38570 38570 100.00% 0 38570
07/2022 40869 40869 100.00% 0 40869
08/2022 44473 44473 100.00% 0 44473
09/2022 39221 39221 100.00% 0 39221
10/2022 40396 40396 100.00% 0 40396
11/2022 36326 36326 100.00% 0 36326
12/2022 64561 64561 100.00% 0 64561
~Total 516521 516521 100.00% 0 516521
 Call Center Performance Report

2 00; End Time=01/01/2023 00; Statistic Way=Monthly; Access Code=888; Customer Level=ALL; Language=Moore;

Offered to IVR Offere

Successful IVR Calls IVR Success Rate Only IVR Service CallsOnly IVR Service Rate Calls Offered to Skills

54215 100.00% 23270 42.92% 35749

40472 100.00% 10297 25.44% 32213
42089 100.00% 12079 28.70% 31966
36751 100.00% 12428 33.82% 25751
38578 100.00% 13294 34.46% 28170
38570 100.00% 10256 26.59% 30266
40869 100.00% 12411 30.37% 30329
44473 100.00% 13868 31.18% 33017
39221 100.00% 11809 30.11% 29270
40396 100.00% 15425 38.18% 26390
36326 100.00% 10915 30.05% 26899
64561 100.00% 28829 44.65% 50109
516521 100.00% 174881 33.86% 380129
;

Offered to Agent

Calls Using Agent Service

Perceived Answer Rate Agent Service Rate

30945 86.56% 57.08%

30175 93.67% 74.56%
30010 93.88% 71.30%
24323 94.45% 66.18%
25284 89.76% 65.54%
28314 93.55% 73.41%
28458 93.83% 69.63%
30605 92.69% 68.82%
27412 93.65% 69.89%
24971 94.62% 61.82%
25411 94.47% 69.95%
35732 71.31% 55.35%
341640 89.87% 66.14%
 Call Center Performance Report

Report Heading
Time

System Inbound Inbound Calls

Successful Calls
Success Rate

Lost Calls

Offered to IVR Inbound IVR Calls

Successful IVR Calls
IVR Success Rate
Only IVR Service Calls

Only IVR Service Rate

Offered to Agent Calls Offered to Agents

Calls Using Agent Servic

Perceived Answer Rate

Agent Service Rate

Call Center Performance Report

Description
This column header varies according to the time granularity.
For an hourly report, the column header is Hour, the value specifies an hour, and the report displays summarized data of th
For a daily report, the column header is Day, the value specifies a day, and the report displays summarized data of the day.
For a weekly report, the column header is Week, the value specifies a week, and the line displays summarized data of the w
For a monthly report, the column header is Month, the value specifies a month, and the line displays summarized data of th

Total number of calls that reach the call center.

Number of calls that are successfully registered with the CTI, including calls for which IVR announcements are played, ca
Rate of successful calls.
Success Rate = Successful Calls/Inbound Calls x 100%
Number of calls that fail to reach the call center due to hardware faults, network faults, or internal communication server fa
Lost Calls = Inbound Calls - Successful Calls

Number of inbound calls that access the IVR.

Number of calls for which IVR announcements are successfully played.
IVR Success Rate = Successful IVR Calls/Inbound IVR Calls x 100%
Number of calls that are handled only by IVR without the agent service.
Only IVR Service Calls + Calls Using Agent Service = Successful IVR Calls

Only IVR Service Rate = Only IVR Service Calls/Successful IVR Calls

Number of calls in which the agent service is requested.

Number of calls in which the agent service is used.

Answer rate perceived by customers. If a customer requests the agent service twice in a call and only one request is succes
Perceived Answer Rate = Successful Calls/Inbound Calls x 100%

Rate of calls in which the agent service is used to total successful IVR calls.
Agent Service Rate = Calls Using Agent Service/Successful IVR Calls
 ort displays summarized data of the hour.
splays summarized data of the day.
e displays summarized data of the week.
line displays summarized data of the month.

IVR announcements are played, calls queuing in skills, calls for which agent voice terminals ring, and calls answered by agents.

or internal communication server faults.

call and only one request is successful, the customer perceived answered rate is 100% but the answer rate in skill reports is 50%.
alls answered by agents.

te in skill reports is 50%.