Please can anyone help on this one before I go mad???

We are currently using Symposium V3.0 for our Telephony system. I have to say that this has to be the worst system I have ever used. We are looking to upgrade to version 5.0 with web client next year. (Can't wait)!!

We are running a historical application report which displays the calls offered, calls answered and calls abandoned etc etc. This is broken down by 15 minute interval, however it is showing that in some 15 minute slots that we have answered more calls than we were offered. Apparently due to the call being offered in one 15 minute slot and then answered in another. For my reporting purposes I use half hour slots not 15 minute.

Does anyone know how to get round this?? The stats just don't make sense. The breakdown does not add up, it can show that you have answered more than you were offered and you can also have abandoned even more calls.

E.G.

11:00 48(OFF) 50(Ans) 0(Abn)

11:15 56(Off) 51(Ans) 10(Abn)

I have never experienced this with other telephony systems such as Avaya or Aspect. So they must get around this somehow. HELP!!!!!!!


Thanks

Richard

Hi Richard,

I haven't had much experience with Symoposium myself, but I have experienced this problem with real-time displays on other systems. These systems reported the correct figures on the proper reports though.

If no-one can find you a solution then I can provide you with a workaround. It would be possible to recalculate the reports from the information available so they display more logical data. If you'd like to discuss this then drop me a line: web@darrylbeckford.co.uk. Alternativley, my telephone number is available on my website.

Which Capita call centre are you from? CRB? TVL?

Regards,
Darryl

www.darrylbeckford.co.uk

One option would be to adjust your definition of Offered to for example Answered + Abandoned + Routed, as all are in the same period you get round the problem.

Alternatively, dont have any queues!!

Julian,

Sounds like you could be onto something here. Please can you clarify what you mean by having no queues. I know the Symposium routing sends the call into a queue, but I'm not sure why and what process the routing takes before it hits an agent???


Thanks

Richard

Last one was a bit of humour, the problem you have arises because the call is offered in one time period, queues into the next before being answered. If you cut out queuing then everything ends up in the same period.