The Call Profile reports enable supervisors to compare the call performance of routing services for a selected duration. Supervisors can view these reports for the routing services assigned to them in Routing Service Groups. In addition, supervisors can use the information obtained from these reports to plan process improvements or make business decisions for their routing services.
Avaya Analytics™ provides the following Call Profile reports:
Call Profile Abandoned: This report shows the number of calls abandoned after specific durations at different intervals. You can use this information to identify routing services with high abandonment rates and take steps to improve call abandonment rates.
Call Profile Answered: This report shows the number of calls answered after specific durations at different intervals. You can use this information to identify routing services with long call answer times and take steps to improve call answer times.
Call Profile Active Time Duration: This report shows the number of active calls for specific durations at different intervals. You can use this information to identify routing services with long call durations and take steps to improve call durations.
Call Profile Waiting in Queue: This report shows the number of calls queued for specific durations before the agents answer the calls. You can use this information to identify routing services with long queue times and take steps to improve queue times.
