Introduction

The Voice Call Analysis Report provides supervisors with a detailed breakdown of call statistics per time segment. This report helps analyze call volume throughout the day and assists in resource planning by identifying peak and low-traffic periods.

Access Requirements

The Voice Call Analysis Report is only available to supervisors with 'System Access' authorization. Ensure you have the appropriate permissions before generating or reviewing this report.

Purpose of the Report

This report enables supervisors to:

• Identify call volume trends over time.
• Determine optimal staffing levels for peak and low-traffic periods.
• Analyze call durations to assess agent efficiency.
• Track the number of calls abandoned by callers before reaching a Router.
• Improve workload distribution by reallocating resources during quieter periods.

Key Components of the Report

1. Report Header

• Report Name: Assigned during report definition.
• Report Type & Period: Specifies the type of report and time period covered.
• Selected Channels: Displays the voice channels included in the report.

2. Time Segment Breakdown

Provides call statistics for each time segment:

• Time Segment: Start time of each segment.
• # Calls Received: Number of calls offered to the selected channels.
• Call Duration (Avg / Max):
  • Average and maximum duration of routed calls, including after-call work (ACW) time.
  • Format: MM:SS.
• # Calls Hangup: Number of calls where the caller disconnected before reaching a Router.
  • Possible reasons: hanging up during a menu prompt or while the system checks business hours.
• # Ad-hoc Message: Number of calls that ended during or after an Ad-hoc message, before transferring to a Router.

3. Graphical Representation

The report includes a visual representation:

• Grey Line: Total number of calls received.
• Orange Line: Number of calls abandoned by the caller.

4. Total Summary

A summary section that provides:

• Total counts of calls received, hangups, and Ad-hoc message disconnections.
• Minimum, maximum, and average call durations.

5. Report Footer

• Displays the date and time when the report was generated.

Use Case Example

Scenario: Optimizing Staffing for Call Volume Fluctuations

Background: A supervisor wants to improve staffing efficiency by analyzing call volume trends throughout the day.

Using the Voice Call Analysis Report:

1. The supervisor reviews the time segment data and notices:
   • High call volumes between 10:00 AM – 12:00 PM and 3:00 PM – 5:00 PM.
   • Lower call volumes between 12:00 PM – 2:00 PM and after 6:00 PM.
2. The graphical representation confirms these trends:
   • The grey line shows peak hours where the most calls are received.
   • The orange line reveals a spike in hangups during menu prompts.
3. The supervisor takes action:
   • Increases agent availability during peak hours to reduce wait times.
   • Assigns agents to secondary tasks (e.g., email handling, training) during low-traffic hours.
   • Reviews menu prompts to minimize caller confusion and reduce abandoned calls.

By leveraging the Voice Call Analysis Report, the supervisor ensures efficient agent distribution, reduces abandoned calls, and improves overall service quality.

Conclusion

The Voice Call Analysis Report is a valuable tool for supervisors to monitor call trends, optimize staffing levels, and enhance customer service efficiency. Regular use of this report can lead to more strategic resource planning and improved call handling.