Contact Center Reports

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MONTHLY CALL VOLUME

This metric represents the number of calls presented to the San Jacinto College Contact Center during normal business hours.

MONTHLY AUTOMATIC CALL DISTRIBUTION (ACD)

This metric represents the ACD calls assisted by the Contact Center on a monthly basis.

MONTHLY AVERAGE RING TIME

This metric represents the average ring time before a call is answered on a monthly basis.

MONTHLY NUMBER OF ATTEMPTS

This metric represents the amount of number of attempts on a monthly basis. Number of attempts = the total number of ACD calls (calls that were successfully answered) + the total number of abandoned calls (calls that were dropped before they could be answered).

MONTHLY ANSWER RATE PERCENTAGE

This metric represents the monthly answer rate percentage. It is based on the number of ACD’s / number of attempts.

MONTHLY ABANDONED CALLS

This metric represents the amount of abandoned calls on a monthly basis.

MONTHLY AVERAGE ABANDONED TIME

This metric represents the monthly average time callers stay on hold before hanging up.