Analysis of the calls data that higlight the service provided

Recording all the data of the calls received enables the company to calculate statistical data that indicate the efficiency of the call center; through the elaboration of the data and the transfer of the above in tables and graphs, the company can obtain a clear picture of the quality level of the service the call center provides to the customer. Specifically the company can obtain information on:

-  total of calls received;

-  total of calls answered and, out of the calls received , which percentage of calls is answered;

-  total calls lost;

-  average answering time;

-  average duration of a call;

-  total call duration;

-  average waiting time of lost calls;

-  average waiting time of received calls.