Features

Traffic Analysis

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BI4Data has an additional module, Traffic Analysis, that lets you integrate reporting capabilities with standard features that highlight the quality of a voice system, as recommended by ETSI (European Telecommunication Standards Institute). Some features are aimed at monitoring the performance of a functional system of type ACD (Automatic Call Distributor). Systems ACD (Automatic Call Distribution) are capable of PABX route, effectively, all incoming calls to a set of operators or to the automatic response systems (IVR Interactive Voice Response).
The reports available provide useful information to evaluate the efficiency of an ACD system based on the data traffic, but not intended to replace a specific software that capture different information and are able to generate more comprehensive reports.
There are several additional reports on the Home Page BI4Data that allow you to have access to important parameters of an ACD system:

  • Number of "incoming calls with a response" from last week
  • Number of incoming calls received last week
  • Total number of incoming calls received
  • Percentage of incoming calls answered in relation to the total number of calls last week (%)
  • Percentage of incoming calls answered in relation to the total number of calls last week (%)
  • Duration of incoming calls last week
  • Duration of last week's ringtone
  • Level of service for incoming calls last week (%)
  • Number of outgoing calls answered last week
  • Duration of outgoing calls last week
  • Number of internal calls answered last week
  • Duration of internal calls last week
  • Number of incoming calls in the past by the operator last week
  • Number of incoming calls answered last month
  • Number of unanswered incoming calls received last month
  • Total number of incoming calls received last month
  • Percentage of incoming calls answered in relation to the total number of calls last month (%)
  • Percentage of incoming calls unanswered in relation to the total call last month (%)
  • Duration of incoming calls last month
  • Duration of the ring last month
  • Level of service for incoming calls last month (%)
  • Number of "outgoing calls answered," last month
  • Duration of outgoing calls last month
  • Number of "internal calls answered," last month
  • Duration of internal calls last month
  • Number of incoming calls in the past by the operator last month

There is also a menu with specific features to calculate, based on the traffic handled by PBX, important qualitative and quantitative statistical parameters relating to occupations, the duration and average duration of calls and response times and abandonment.
Moreover, in the summary report provides additional options that allow the calculation of specific reports for ACD systems.

Quantity parameters:

  • OHN: Outgoing Handling Number
  • OFN: Outgoing Failure Number
  • OCN: Outgoing Conversation Number
  • IHN: Incoming Handling Number
  • IFN: Incoming Failure Number
  • ICN: Incoming Conversation Number
  • HN: (Total) Handling Number
  • FN: (Total) Failure Number
  • CN: (Total) Conversation Number
  • OHD: Outgoing Handling Duration
  • OCD: Outgoing Conversation Duration
  • OWD: Outgoing Waiting Duration
  • OFD: Outgoing Failure Duration
  • IHD: Incoming Handling Duration
  • ICD: Incoming Conversation Duration
  • IWD: Incoming Waiting Duration
  • IFD: Incoming Failure Duration
  • HD: (Total) Handling Duration
  • CD: (Total) Conversation Duration
  • WD: (Total) Waiting Duration
  • FD: (Total) Failure Duration

Quality parameters:

  • ASR: Answer Seizure Ratio
  • AHT: Average Handling Time
  • ACT: Average Conversation Time
  • AWT: Average Waiting Time
  • AFT: Average Failure Time