For the period 01 January 2004 to 07 January 2004
0870 *** ****
| |
|
Totals
|
|
Calls Routed to Helplines
|
|
Calls Routed to IVR
|
| |
|
|
|
|
|
|
| Date |
|
Calls |
Undelivered |
Callers |
|
Calls |
Delivered |
Success % |
|
Calls |
Delivered |
Connected Callers |
|
|
|
|
|
|
|
|
| 01/01 |
|
1 |
0 |
1 |
|
0 |
0 |
0.0 |
|
1 |
1 |
1 |
|
| 02/01 |
|
20 |
0 |
8 |
|
19 |
19 |
87.5 |
|
1 |
1 |
1 |
|
| 03/01 |
|
22 |
0 |
8 |
|
21 |
21 |
87.5 |
|
1 |
1 |
1 |
|
| 04/01 |
|
29 |
0 |
8 |
|
26 |
26 |
75.0 |
|
3 |
3 |
2 |
|
| 05/01 |
|
24 |
0 |
10 |
|
23 |
23 |
90.0 |
|
1 |
1 |
1 |
|
| 06/01 |
|
2 |
0 |
2 |
|
2 |
2 |
100.0 |
|
0 |
0 |
0 |
|
| 07/01 |
|
1 |
0 |
1 |
|
0 |
0 |
0.0 |
|
1 |
1 |
1 |
|
|
| Summary |
|
99 |
0 |
|
|
91 |
91 |
62.9 |
|
8 |
8 |
|
|
This report shows how many callers made the total number of calls, how many were delivered to the helpline, (which may be your call centre, live agent or own answering machine), and how many were transferred to IVR, which is the Call Handling platform and may be providing out of hours messaging or information not on the Client's helpline. Callers connected to IVR are only included in the IVR figures if they were not also connected to the helpline in the same day; thus they will only be counted once on any given day.
The summary percentage figures are an average of the daily percentages.
NOTE: This report is compiled from calls carrying a valid CLI. Totals may differ from those in other reports.
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