Remember when you first starting using ICM. Do you recall how gathered reports that were meaningful to the Call Center community. My Call Center is using Nortel Meridian Max reports. I am having a hard time gathering statistics that are similiar to there que and agent reports. Also if I am monitoring a script are the monitoring node statistics captured somewhere in the system so the next day I can look at them. So far I can't get past the same day statistics. I am attempting to review scripts the next day for their effectiveness.
Any other pearls of wisdom would be greatly appreciated. Thank you.
One thing we had a hard time with the call centers is that the ACD and the ICM reports will never match up. Then you have the IVR group asking the same thing and that will never match up with the ICM either. The reasons are simple: 1. AT&T send a Route Request to the ICM. That is 1 tally for the call. At this point is has not hit an IVR or landed in the call center. 2. The customer calling your TFN (Toll Free Number), could decide they have the wrong number or abandon at this point. No tally for the ACD or IVR. 3. The customer could handle all they needs in the IVR and the call center would never see the call. 4. The customer decides that they need to talk to a call center rep and opt out or chose the option to talk to someone here. Item number 4 just threw a monkey wrench into you reporting. The Route Request from the TFN, the Route Request from the IVR to transfer to the call to a center is 2 calls for the ICM, 1 for the IVR and when it gets to the call center, 1 for the ACD. I hope all this helps in your reporting needs. I had the toughest and longest time getting this through to the different reporting teams involved.
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