HELPLINE 1912
BESCOM IPGRS
Total
Resolved
Pending
Home / Helpline Key Performance Indicators (KPI)

Call Resolution

Trend MTD Previoue Month
First Call 45% 36%
2 Or More 39% 44%
Unresolved 16% 20%

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Average Handle Time

    1m : 36s

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Live Active & Waiting Calls

Active Call
67.55
Waiting Call
54.55

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Call Setup Success Rate

Total calls : 824


80%

Call Setup Success Rate

Measure the total number of calls that make it successfully through to the dialed number.

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Agent Utilization

86.3% productivity

Agent Utilization

Measure the total amount of time that call agents are working on calls.

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Call Monitor Live

Avg Call Handled Adherence
Active Call 70
70%
On Hold 30
30%

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Longest Call Hold

    3m : 36s

Longest Call Hold

Monitor the longest amount of time a caller was on hold for.

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Call Volume

551 calls today

Call Volume

Measure the total number of calls that were handled within a given time period..

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Talk Time

Call ID Agent Talk Time
892 Agent 2 2m22s
276 Agent 5 3m32s
442 Agent 6 4m

Talk Time

Monitor the average amount of time an agent spends on a call with a customer..

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Peak hour Traffic

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