In ACE Report, a call is an information record in the statistics database. It holds comprehensive information such as start time, stop time, call type, extension, etc. The information record has been created by a physical call having been made or received via Telia ACE.
Calls can be divided into a number of amounts depending on how they are created (see definitions below).
Incoming IVR calls
Calls made to an IVR that is part of Telia ACE.
Callback calls
A customer can request to be called at a later occasion - in IVR, from a web-site or through a call with an agent. Information about the call to be made is saved by ACE as a callback record. A callback call is a callback record routed by Telia ACE to an agent for dialling out.
Campaign calls
Calls to be made from the contact center can be organised into campaigns. A campaign is a list of campaign records - facts about customers to be called for a special purpose. A campaign call is a campaign record routed by Telia ACE to an agent for dialling out. Campaign calls are handled somewhat differently depending on the type of campaign. If the campaign calls are made via ACE Agent the campaign is of the preview type. Preview campaigns distribute call records using a queue or a waiting list and works exactly in the same way as callback calls for the agent. If the customers are to be called automatically via a specific IVR machine named ACE Dialer the campaign is of the Dialer type.
Inquiry calls
A call made by an agent when the agent is already engaged in a call. This call can be made to another agent or to an external number. The call may have been terminated with retrieve, transfer or conference. An inquiry call has a defined task in the event that the call it is based on has a defined task.
External calls
A call made to an extension/phone number outside of Telia ACE or an incoming call that does not come from Telia ACE.
An externally made call has a defined task in the case that the call is an inquiry that is based on a call that has a defined task. Then the call is accounted for in statistics as a dialled inquiry call, in other cases the external calls are accounted for a dialled and answered calls without defined task respectively.
Abandoned calls
Calls where the calling party hangs up before the call is answered. This usually applies to IVR calls, for example where the call is placed in a queue.
Lost calls
Calls which for some reason are lost en route to an agent. The reason might be that the calling party is responsible for too many incorrect menu choices in IVR, or that the call is lost when transferring to the agent’s extension due to switch problems. Note that it is not certain that the physical call has been lost.
Another reason for lost calls can for example be that the contact center is closed.
Operator calls – Extension queues and User Extension
An operator can queue calls to a personal extension queue, which all logged-in agents have, or to a so-called User Extension, which is an extension or a telephone number found in the company’s uc system or in an address book.
Operator calls to personal extension queues are normally incoming IVR calls in statistical reports for task statistics subarea.
Calls that the operator transfers to a User Extension are accounted for in the same way as all other incoming calls with the following differences:
- When the persons receiving the calls are not agents, no agent statistics or real-time information at agent level will be created.
- Since User Extensions do not have any connection to subareas, no statistics or real-time information at subarea levels will be created.
- Calls ended by a User Extension do not affect the average value task time in task statistics for an organisation area.
In statistics reports for queue statistics, the queued calls are .ether in a queue, regardless of whether the calls went to agents’ extension queues or to User Extensions.