Datagov Opendata Platform

Explanation: (A) Total incoming calls IVR total incoming calls (B) Press 1 to transfer to customer service personnel IVR total incoming calls, press 1 to transfer to specialist personnel (C) Customer service personnel response count (B) Press 1 to transfer to customer service personnel count - (D) Call disconnection count (D) Call disconnection count (B) Press 1 to transfer to customer service personnel count - (C) Customer service personnel response count (E) Outbound call count Outbound call count on the daily performance report of the personnel (F) Total call handling count (A) Total incoming call count (E) Outbound call count (G) Service level % Number of personnel answered call within 20 seconds / (C) Customer service personnel response count * 100 (H) Average waiting time Total waiting time for incoming calls / (B) Press 1 to transfer to customer service personnel count (I) Average call time Total call time for incoming calls / (C) Customer service personnel response count