Voice Management Guide

The Voice Management user guide

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Repetition statistics

1 - User page

In the menu to the right, you can find a new tab on “Repetition Stats”, which gives you access to a new page of statistics on your repetition data.
The page consists of a calendar (1) to filter the data. A summary table for the repetition statistics (2)

The calendar

Filter the data displayed on the page using the calendar. You can write a period directly in the “dates” fields or select a day/period via the calendar.
By default, the calendar will always show the last 7 days. If you want to go back to the default dates, click “Reset”.

The summary table

The first table on the page allows you to see the raw transfer data. It is possible to display only the data that interests you by clicking on the “Fields” arrow on the right. The list of fields included in the list will be displayed.

You also have the option to export the table in different formats.

2 – List of fields

On the page, you will find the fields below:

Title Definition
Call ID
Call ID
Date
Date and time of the call
Call status

- IVR abort: The call ended in the IVR because the caller hung up or if the IVR ends on a message, for example.
- Callback: Callback request made
- Voicemail: The call ended with the messaging service
- Cancel: The operator was rung but the caller hung up before the operator picked up the call
- No answer: The operator was rung but did not pick up the call
- Busy: The operator toolbar is busy (e.g. call on the Centrex)
- Answer: The call was picked up
- Abort: The caller entered the group queue but the operator was not rung.
Caller num.
Caller number
Num. called
Service number
Repeat service call ID
Next call ID from the same caller on the same service number
Repeat service time
Number of minutes between this call and the next call from the same caller on the same service number
1st op. ID
Operator ID
1st op. name
Operator name
1st op. email
Operator email address
1st grp. ID
Group ID
1st grp. name
Group name
1st grp. repeat call ID
ID for the next call from the same caller in the same first group
1st grp. repeat time
Number of minutes between this call and the next call from the same caller in the same first group
Last op. ID
Operator ID
Last op. name
Operator name
Last op. email
Operator email address
Last grp. ID
Group ID
Last grp. name
Group name
Last grp. repeat call ID
ID for the next call from the same caller in the same last group
Last grp. repeat time
Number of minutes between this call and the next call from the same caller in the same last group
Repeat call ID
ID of the next call from the same caller for the same customer
Repeat time
Number of minutes between this call and the next call from the same caller for the same customer

3 – Modifying the repeat time

In the graphical tables, you can choose to display either the repetition rate or the number of repeat calls in X seconds via the drop-down menu on the left. By default, this time is 120 seconds, but you can change it: Click on the “Fields” arrow to the right and then scroll to the “Calculated values” section in the list of fields. Click on the pencil to modify the value for the “count of repeated calls in under X seconds”. The calculation is as follows: if( sum(« service_reiteration_delay ») <= 120, count(« service_reiteration_delay »), 0). Simply modify the value “120”, which is in seconds.

4 - Inscription aux rapports par emails

Abonnez-vous aux rapports pour recevoir par email le premier tableau de chaque page de statistiques.

Vous avez la possibilité de vous abonner :

– Fréquence : Quotidien, Hebdomadaire, Mensuel

– Format : CSV, Excel, PDF

– Vous avez la possibilité de mettre plusieurs adresses emails, que vous devez séparer par des virgules.

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