how can i get the total call volume

Hi ..

Please suggest me how to get the total call volume of a call center.

Thanks

Thats a rather wide open question.

Does your routing go to multiple sites or does each inbound number route to specific single sites only?

It all depends on your call flow…
For example, if you have developped several routing strategies and one queue by service you can create a DN group including all the queues to get the Totalnumber of calls entered, distributed, abandoned etc …

Here’s one…

Task your Team Leaders with monitoring your Agents. Every time an Agent picks up the phone, the TL puts a tick in the box. At the end of the day, you collect in all the tick sheets and add them together. Et voila!

Seriously, though…

If you have a list of your Inbound Service Numbers (National Numbers) and their associated end points on your local PBX (Directory Numbers/Extensions), it should be a straighforward job to create a DN/Extension association for them in Genesys. From there, you can create a DN Group and then monitor that DN Group for the statistic TotalInbound via either CCPulse+ (Real-Time Reporting) or CCA (Historical Reporting)

…Hang on - that’s what Lorenzo just said… Oh well - it’s all true then, I guess…! lol

Tony

Thanks a lot…it helped me a lot…