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Vision User Manual <aa seconds - Aban <aa seconds - % ans <bb seconds - Ans <bb seconds - Aban <bb seconds - % ans <cc seconds - Ans <cc seconds - Aban <cc seconds - % ans <dd seconds - Ans <dd seconds - Aban <dd seconds - % ans <ee seconds - Ans <ee seconds - Aban <ee seconds - % ans >ee seconds - Ans >ee seconds - Aban >ee seconds - % ans Voicemail – Total Voicemail - % Abandoned – Total Abandoned - % The total number of calls abandoned in less than aa seconds during each hourly timeband The total number of calls answered in less than aa seconds, divided by total calls and expressed as a percentage, during each hourly timeband The total number of calls answered in less than bb seconds during each hourly timeband The total number of calls abandoned in less than bb seconds during each hourly timeband The total number of calls answered in less than bb seconds, divided by total calls and expressed as a percentage, during each hourly timeband The total number of calls answered in less than cc seconds during each hourly timeband The total number of calls abandoned in less than cc seconds during each hourly timeband The total number of calls answered in less than cc seconds, divided by total calls and expressed as a percentage, during each hourly timeband The total number of calls answered in less than dd seconds during each hourly timeband The total number of calls abandoned in less than dd seconds during each hourly timeband The total number of calls answered in less than dd seconds, divided by total calls and expressed as a percentage, during each hourly timeband The total number of calls answered in less than ee seconds during each hourly timeband The total number of calls abandoned in less than ee seconds during each hourly timeband The total number of calls answered in less than ee seconds, divided by total calls and expressed as a percentage, during each hourly timeband The total number of calls answered after ee seconds, or longer, during each hourly timeband The total number of calls abandoned after ee seconds, or longer, during each hourly timeband The total number of calls answered after ee seconds, or longer, divided by total calls and expressed as a percentage, during each hourly timeband The total number of calls forwarded or transferred to voicemail, during each hourly timeband The total number of calls forwarded or transferred to voicemail, divided by total calls and expressed as a percentage, during each hourly timeband The total number of calls abandoned during each hourly timeband The total number of calls abandoned, divided by total calls and expressed as a percentage, during each hourly timeband Please Note: The values for aa, bb, cc, etc. are all defined by the SLA levels selected Call Centre Reports Vision User Manual v1.4/1212/6 119
