ALSO CALLED: Call Centres DEFINITION: There are four different types of information on the telephone activity of your call center: Agent data, Queue data, CDN data and Trunk data. A data item (such as Accepted Calls) that appears in a Queue report can be defined differently in a CDN report or in a Trunk report.
PODCAST: Posted: 05 May 2008 | Premiered: 05 May 2008, 09:00 EDT (13:00 GMT)
SUMMARY:
From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
CALL CENTERS DEFINITION (continued): … href="http://itknowledgeexchange.techtarget.com/itanswers/tag/crm/?Offer=call-center-terms">Ask your questions about CRM at ITKnowledgeExchange.com
Abandoned Calls (CDNs) The number of calls accepted into the CDN, but abandoned before being answered through the controlled operation or routed according to the CDN's script.
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