Avaya Call Center Reports Explained Bedienungsanleitung PDF herunterladen (Seite 39)

Reports Explained 35

Issue 1 (2) Reports Explained

Generating a Call Profile report for several weeks prior to the first report will identify whether

this is a general trend in an ‘average’ week. Perhaps you need to have a higher staff availability

on Wednesdays, for some reason? Perhaps an advertisement is placed weekly in a magazine

that comes out on Wednesdays?

If Activity Codes are used to track the publication callers are responding to the advertisement

from, this could be established quite easily. Activity Codes could also be used to determine

whether the observed peak of calls on each Wednesday were calls of the same type on all

Wednesdays or whether they were different and Wednesday happened to be a busy day for some

other reason.

The effectiveness (or otherwise) of a marketing campaign could be seen by running a Call

Profile report for the same period for a number of previous year and then running another report

for the year with the marketing campaign and comparing the figures, which will automatically be

seasonally-adjusted as the reports cover the same period.

Figure 21 Call Profile Report Graph Page

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Avaya Call Center Reports Explained Bedienungsanleitung Seite 39