I have created a CSR report on Cisco Analyzer to capture all calls reaching our customer service department.
When I look at the Activity Type data, I do not fully understand what the values represent.
The data I have is:
- Advance Queue Menu
- Disconnect Contact
- IVR Menu
- Play Message
- Play Music
- Queue Contact
- N/A
What does this data mean? I can not find any patterns in the data. I have seen calls that agents have taken that have the "play music" activity type but do not have any hold time.
I have also seen calls agents have taken with the activity type "IVR menu".
I need to make sense of this data so I can see what calls are truly being handled, missed, and dropped. I need a way to ensure all of the data that is gathered is accurate, otherwise the reporting does not mean much. Can anyone define these activity types and explain how they are related to the call?
If possible I would also like an explanation on how to best differentiate real calls handles vs calls that may be flukes.
