Cisco Systems ICM Software Version 4.5 Manual do Utilizador descarregar pdf (Página 45)

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Monitor ICR Reporting Scenario 45

2. Admin Workstation

level over the last half-hour. To further investigate the problem, you

open two additional call analysis reports:

 One report provides real-time data such as calls offered, calls

abandoned, average speed of answer, and service levels for the

PremiumSales enterprise service.

 The other report displays the same data for the PremiumSales

enterprise service, but historically over the last two weeks.

You now have three reports on the screen, each displaying a different set

of data for the PremiumSales enterprise service. Figure 12 shows an

example.

Figure 12: Sample Report

2.4.2. Analyzing the Data

As you analyze the historical data, a trend becomes obvious: between

3:00 and 5:00 P.M. each day, the number of calls offered to the

PremiumSales enterprise service increases dramatically. Since agents

become increasingly busy during this time, calls are being held longer

than necessary, which consequently causes the service level to drop.

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