Call Type Activity
Call type is the highest level reporting entity. Call type reports provide the most insight into call treatment and a caller's overall experience with the system.
A call type is a category of incoming call, and is used to select a routing script for a call. Administrators can create call types that correlate to the type of service the caller wants, and can change the call type during a routing script to direct the call to a new routing script or to gather report metrics for different legs or transactions. For example, your system may have call types configured for the following situations:
-
Transfers and conferences, to direct the call to a different routing script and gather call type report metrics for transfers and conferences.
-
Individual transactions in CVP Self-Service and Information Gathering applications, to be able to report on those transactions.
-
Queuing, to separate Information Gathering and queue metrics. For example, you might change the call type when a call completes an Information Gathering script and enters a queue.
-
CVP Ring No Answer (RONA), to direct calls to a routing script designed for this situation, and to use call type reports to see how calls that experience CVP RONA are eventually handled.
-
Supervisor and Emergency Assist, to direct the assistance request to a routing script that assigns the request to the team's primary or secondary supervisor, and to use call type reports to view data about supervisor assistance requests.
Key call type metrics include the following:
-
Average speed of answer.
-
Number of calls received and handled.
-
Number of calls that abandoned while en-route to CVP, at CVP, while en-route to an agent, or while being offered to an agent.
-
How long callers waited in queue.
-
Number of calls queued for an available agent.
-
Whether service level objectives are being met.
-
Number of transfers and conferences.
-
Number of calls that were given the busy, ring, default-routed, or network-routed treatment.
-
Number of calls that encountered an error.
-
Number of calls that have a bad label.
-
Number of calls that re-routed on no answer from the agent's phone.