HELPLINE 1912
BESCOM IPGRS
BESCOM IPGRS
Total
Resolved
Pending
Call Resolution
| Trend | MTD | Previoue Month | |
|---|---|---|---|
| First Call | 45% | 36% | |
| 2 Or More | 39% | 44% | |
| Unresolved | 16% | 20% |
Average Handle Time
1m : 36s
Live Active & Waiting Calls
Active Call
67.55
Waiting Call
54.55
67.55
Waiting Call
54.55
Call Setup Success Rate
Total calls : 824
Call Setup Success Rate
Measure the total number of calls that make it successfully through to the dialed number.
Agent Utilization
86.3% productivity
Agent Utilization
Measure the total amount of time that call agents are working on calls.
Call Monitor Live
| Avg Call Handled | Adherence | |
|---|---|---|
| Active Call | 70 |
70%
|
| On Hold | 30 |
30%
|
Longest Call Hold
3m : 36sLongest Call Hold
Monitor the longest amount of time a caller was on hold for.
Call Volume
Call Volume
Measure the total number of calls that were handled within a given time period..
Talk Time
| Call ID | Agent | Talk Time |
|---|---|---|
| 892 | Agent 2 | 2m22s |
| 276 | Agent 5 | 3m32s |
| 442 | Agent 6 | 4m |