Call Center Statistics

Our Call Center service enables you to manage incoming calls efficiently, keep callers engaged more effectively, and use a flexible team of service agents in multiple locations, even via cell phones.

This daily-updated web report gives you all the information you need to manage your Call Center service. Log in using your Company ID and password provided by Red Road Telecom.

The first page shows you the past 2 weeks of Call Center activity, with two charts: calls and hold times.

Calls Completed and Dropped

The "Calls" chart shows you, for each day of the report, how many incoming calls were completed and how many were dropped. Completed calls are those that are answered by an agent, including calls that are then transferred or parked. Dropped calls are those that were not answered, either because the caller hung up while waiting in the queue, or because no agent answered the ringing phones and call went to voicemail or to the next queue.

TIme On Hold In The Queue

The second chart shows you the minimum, maximum, and average hold times. Hold time is the number of seconds a call was in the queue waiting to be answered.

Daily Detail - Completed, Transferred, Abandoned, Timed out, Queue Depth

To get more details for any day, click on the Calls bar for that day. This will show you the number of calls completed, transferred, timed out, and abandoned.

This example shows that two calls timed out. This means that the call got to first place on the queue and the phones rang, but no one answered. Looking at the hold times for this same day (8/17), you see that they are pretty good - maximum of 11 seconds. And the "Calls at position" table above shows that all calls were at position 1 on this day - which means that there were never 2 or more callers waiting in the queue. There was 1 abandoned call, which means that the caller hung up while still in the queue, before the phones started rining. Lookng at the abandoned calls timing, you can see that the caller waited only 1 second before hanging up, so that may have been a wrong number. So in general this queue seems to be just fine, but you'll want to find out why those two calls timed out - that is, why did no agent answer those two calls.

Here's another example:

This indicates some room for improvement. There are a lot of dropped calls, and the hold times get up to a minute or more, which is quite a long time in today's instant-access world. These two factors indicate that more agents are probably needed to handle the volume of calls. Let's take a look at the detailed information for August 18th:

Six calls were abandoned, after the caller was in the queue for as long as 26 seconds. That's not all that long, and the average is only 10 seconds. This indicates that the callers might not have been comfortable waiting for an agent to answer. Perhaps a different announcement at the beginning would help, or more frequent announcements of the expected wait time and the caller's position in the queue.

Twelve calls timed out, which means that the phones were ringing but no one answered. This may mean that there are more logged-in phones than agents.

It is likely that each call is taking a fair amount of time on this queue. That is indicated by the fact that only one caller was number 2 in line, all the rest were number 1 in line. So the callers in the queue were not waiting to get to first place, they were waiting for the agents to complete their calls and become available.

Action Plan

If you see a large number of abandoned calls, try changing the initial announcement and the periodic update announcements. If the hold times are also high, then you probably need more agents.

If you have a lot of timed-out calls, you might want to increase the timeout; however, it's more likely to help if you reduce the number of logged-in agent phones to match the number of live agents you have available to take calls. We can program your phones with a Log In button so that agents log in when they're availble to take calls and log out when they're not.

If you see a lot of calls at positions greater than 2 that's not bad in itself as long as you're not seeing a lot of abandoned or timed-out calls. If you're seeing those too, then more agents sounds like the answer.

We can also set you up with multiple call queues, so that you have, for example, a "Tier 2" queue that receives calls when they time out. In order to be effective, of course, that second queue must have a sufficient number of active logged-in agents.

Please ask us for assistance with interpreting these graphs and adjusting your Call Center configuration as needed.