The most important tracking items for most VDNs and vectors are the number of calls answered and the number of calls abandoned. The CMS provides VDN profiles that show when calls are answered and abandoned. Ten service level intervals are administered for these profiles. These intervals can have smaller time intervals around the time most calls are answered and when most calls abandon to get more detailed information.

This data can be used to determine what an acceptable service level is for most callers. The percentage answered within the administered acceptable service level is also shown on the Call Profile reports. For VDNs, the calculation is ACD calls answered and non ACD calls connected within the service level divided by calls offered to the VDN (including calls that inflow to the VDN).

For split/skill statistics, the calculation is ACD calls answered within the service level divided by calls queued to the split/skill (answered calls, abandoned calls, calls that flow out, calls that dequeue). In most cases the VDN percentage will be higher than the split percentage since calls dequeued from a split/skill are counted as answered, abandoned, or outflows for the VDN.

Changes made to a vector or to staffing will typically affect the VDN call profile. Even the wording of an announcement can affect the abandon profile. It is worthwhile to review the VDN’s call profile before and after any change to determine if the change had a positive impact.