How many report types are produced? What are the types? What are the sections/fields for each type of report?

Reports currently include:

Overall Results Summary:

• Avg. Speed to Answer
• Avg. Time in System
• Avg. Agent Utilization
• Avg. Abandonment
• Avg. Blocked Calls
• Avg. Customer Satisfaction Index
• Avg. Cost per Transaction
• Total Calls Blocked
• Total Calls Abandoned
• Total Calls Handled by IVR
• Total Transactions Served by Agents
• Total Transactions Received

Agent Utilization for each report period

Detail Call Log:

This is displayed using a pivot table. This can be aggregated by (a) Time Period (b) Point of Entry (c) Transaction Type (d) Skill Group (e) Customer Value Index. Specific Results include:

• Number Blocked
• Number Abandoned
• Number Completed by IVR
• Number Completed by Agent
• Number Within Time in System Target
• Average Time in System (IVR)
• Average Time in System (Agent)
• Average Speed to Answer
• Total Cost
• Average Cost per Call
• Average Customer Satisfaction Index