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Telephony
  First, the myth, IPT is not a short term investment that will likely recoup its costs within one year. Many IPT early adaptors looking to save money immediately are quickly disappointed. The average return on investment for a sizable IPT deployment is approximately three years in monetary terms. However, the competitive advantages that IPT brings are not as easily quantifiable. If your organization requires advanced telephony functions such as those listed below, you might want to look into Dataframe’s IPT offerings and consultations.
  • Key IPT Features
    • Operates over IP network
    • Minimizes tolls to/from remote branches
    • Enabling home office as a seamless extension
    • Setup remote office without a PBX or phone system
    • Deliver voicemail by email
    • Follow me / meet me
    • In-house audio conferences
  • Service / Call Center Functions
    • Auto record each conversation
    • Agent based load distribution
    • Real Time Call Center Queue Board
    • Advanced Call Center Metric Reports
    • Database Integration

SAMPLE (ABBREVIATED) CALL CENTER METRICS REPORT

Answered calls
All calls Calls fully within the given time interval
N. calls answered by operators: 1,008 N. calls answered by operators: 1,008
Average call length: 364.3 s Average call length: 364.3 s.
Min call length: 0:01 Min call length: 0:01
Max call length: 1:39:30 Max call length: 1:39:30
Total call length: 102.0 H Total call length: 102.0 H
Average call waiting time: 18.1 s Average call waiting time: 18.1 s.
Min waiting time: 0:06 Min waiting time: 0:06
Max waiting time: 4:32 Max waiting time: 4:32
Total waiting time: 5.1 H Total waiting time: 5.1 H
Average initial position 1.0 Average initial position 1.0
Coverage 94.7% Coverage 94.7%

Service level agreement
Answer N. Calls Delta  
Within 10 seconds: 282   28.0% 
Within 20 seconds: 847 + 565 84.0% 
Within 30 seconds: 929 + 82 92.2% 
Within 40 seconds: 957 + 28 94.9% 
Within 50 seconds: 964 + 7 95.6% 
Within 60 seconds: 975 + 11 96.7% 

Disconnection causes
Cause N. Calls  
Agent disconnected 675 67.0% 
Caller disconnected 280 27.8% 
Ongoing call 1 0.1% 
Transferred 52 5.2% 

Answered calls, by queue
Queue N. Calls  
SALES 135 13.4% 
SUPPORT 837 83.0% 
ENGINEERING 9 0.9% 
OPEATORS 27 2.7% 

Report details answered calls
Total rows processed: 1008