Workforce Optimization with inContact

[pmulvey]

What is the best method for doing some high level trending.  I am looking for graphs that would show me inbound call volumes per day over a period of time so I can see that - hey we have two peaks between 9-10am and 1-2pm.

Similarly for week and month views - is Tuesday always much busier than any other day of the week, Is the third week of the month consistantly busier than other weeks or is that only during the winter?

I know I can run daily reports on arrival time then throw it into excel and crunch away  but I am wondering if there is a better way to approach this?

[Mulloy]

inTouch has a variety of pre-built reports which can show you the data you're looking for. For instance, Historical Reports -> Contact History can show you calls that entered queue, calls that had time with an agent, etc... over a range of time beyond a single day. The initial display is graphical in the form of bar charts, but there is a tab to show the data arranged in numerical form so you can export it to any other program you wish such as excel. This particular report can be sorted in many ways as well depending on your needs. You can choose from Week, Month, Day, Weekday (Mondays, Tuesdays, etc...)  

You can pull for months at a time as well.

If you're looking for something to give you trending over a broad spectrum of time, Contact History is a good place to begin. If you find you need additional details not present in this specific report, please let us know.

 

 Here is a random sampling of data from November of last year to today showing total contacts and contacts which entered queue sorted by weekdays. 

Message Edited by Mulloy on 03-31-2009 09:47 AM

[HenryStAndre]

inTouch is a great way.  Another can be found in Webmanager, under Reports, Other,  and Peak Voice Port Usage.  This shows your peak voice port usage and can be as granular as the 1/2 hour.

Message Edited by KeithKreuz on 05-19-2009 02:45 PM