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: I am new to the telephony industry and one of my main job responsibilities is to track line/trunk utilization for a small call center. We are capturing data on all aspects of the calls, but we need to determine how best to report the information. Do you have any suggestions on how we might tackle this issue? Any reading material that would be helpful?
The use of the data you have will depend upon what you are trying to prove, such as average answer time, time in que, position occupancy, required agents. So you need to determine your requirements then the statistics among thoese you get that would apply. Then package your reports based to reflect your needs.
I assume by this time you have accomplished your goals, if you haven’t you may contact me at joht@rochester.edu
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