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Joined: Mar 2005
Posts: 2
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Joined: Mar 2005
Posts: 2 |
Hi,
Can anyone please let me know if the calls that are transferred by an agent workin in a call centre, using avaya, are included in the calls served or excluded? Is the ctransferred calls are included in the total calls served then how do we calculate the AHT for an agent who has transferred the calls.
Thanks and Regards
Anju
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Joined: Apr 2002
Posts: 646
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You can report those calls however you choose. Are you using CMS or IPoffice?
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Joined: Mar 2005
Posts: 2
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Joined: Mar 2005
Posts: 2 |
Thanks very much for the response. I m using Avaya CMS to download the data to make the Daily reports. The calls actually served by the agents are very much on the higher side compared to the forcast we do. Hence I would like to know if the calls served by the agents include the transferred calls or they dont.
Cheers
Anju
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Joined: Apr 2002
Posts: 646
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They do. If the agent is logged into a split and receives a call, its counted as served. What they do with it after its answered is ignored unless they transfer it into another VDN or split that is measured.
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