Contact Center Reports

MONTHLY CALL VOLUME

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

Contact Center Monthly Call 

Month Inbound Calls
September 28,890
October 29,872
November 24,464
December 26,183
January 46,662

Calls

MONTHLY AUTOMATIC CALL DISTRIBUTION (ACD)

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

Contact Center Monthly ACD 

Month ACD Calls
September 14,221
October 15,055
November 12,224
December 11,990
January 22,208

Calls

MONTHLY AVERAGE RING TIME

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

Month Average Ring Time
September 26
October 22
November 15
December 21
January 123

Ring Time

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).

Contact Center Monthly Number of Attempts

Month Number of Attempts
September 14,892
October 15,694
November 12,615
December 12,432
January 25,995

Attempts

MONTHLY ANSWER RATE PERCENTAGE

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

Contact Center Monthly Answer Rate Percentage

Month Answer Rate
September 95.49
October 95.93
November 96.9
December 96.44
January 85.43

Rate

MONTHLY ABANDONED CALLS

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

Contact Center Monthly Abandoned Call Stats

Month Abandoned Calls
September 671
October 639
November 391
December 442
January 3,787

Abandon…

MONTHLY AVERAGE ABANDONED TIME

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

Contact Center Monthly Average Abandon Time

Month Average Abandon Time
September 80
October 43
November 41
December 46
January 129