Messages

1

Mitel Software Applications / Identifying repeat callers

« on: August 18, 2015, 07:57:52 AM »

Hi,

We are currently trying to identify the level of repeat callers to our contact centre and there does not appear to be a simple reporting mechanism for this.

Our current solution requires us to run lifecycle reports and apply Excel formula's to extract the data, but due to the size of the reports with the level of data on the lifecycle reports this is very inefficient.

I am sure there must be a simpler way and I would appreciate assistance and/or suggestions?

Thanks,

Chris

2

Mitel MiVoice Business/MCD/3300 / Mitel IVR Reporting

« on: July 28, 2014, 10:01:12 AM »

Hi,

I am currently in the process of redesigning the IVR’s for 3 of our clients with a focus on making them more informative and an emphasis on channel shifting these customers to the web etc….

To highlight the benefit of the change and for my own monitoring purposes, I am wanting to run a report that tells me how many customer currently abandon calls during the IVR and I will then run this again in a few months to see if the volume has increased.

If the above is possible (which I assume it is), it would be good to take this one step further and monitor when they abandon in the IVR to see which parts are most effective.

Any help on this would be greatly appreciated!

Chris