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AMTELCO Introduces Genesis Service Level Reports

Amtelco’s Genesis Service Level reports provide reporting on service level statistics for each Agent ID, Agent ACD Skill, Agent Skill Group, and client account. There is also a Service Level report that is grouped by interval. Service Level reports include color-coded indicators of thresholds that have not been met or have been exceeded. Benefits of these reports for the call center include improved customer satisfaction and better business management.

The Genesis Service Level report shows how well Skill Groups are handling calls assigned to that group along with calls the Skill Group are not assigned to but answered anyway. The Genesis Service Level report groups the data by Skill Group Name and provides visual warnings to show if the Skill Group is reaching the requirement settings configured in the report parameters including Quick Calls and minimum ring counts. This report also shows information about abandoned calls including system abandons and agent abandons.

The Genesis Service Level Agents report shows how well individual agents are handling calls assigned to them along with calls the agent was not assigned to but answered anyway. The Genesis Service Level Agents report groups the data by Agent Name and provides visual warnings to show if the agent is reaching the requirement settings configured in the report parameters including Quick Calls and minimum ring counts. This report also shows information about abandoned calls including system abandons and agent abandons.

The Genesis Service Level Client report shows which client accounts received calls, how many Quick Calls they received and if a Quick Call was assigned. This report groups the data by Client Number and provides visual warnings to show if the agent answering for the client account was reaching the requirement settings configured in the report parameters including Quick Calls and minimum ring counts.

The Genesis Service Level Interval report shows how well agents were handling calls for a specific time interval of every 15 minutes, every 30 minutes, every hour, and every day according to a specified date range. These calls include calls assigned to agents along with calls the agent was not assigned to but answered anyway.

For more information about AMTELCO’s Genesis Intelligent Series, contact AMTELCO at (800)356-9148 or send an e-mail to info@amtelco.com.

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