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Call centre statistics...

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Call centre statistics...

Just noticed, Plusnet are no longer publishing Call queue statistics and historical call data graphs as they used to!!

Must make some very embarrassing reading folks! Wink
3 REPLIES
N/A

Call centre statistics...

Since the new phone system was installed, this information has not been available.

Plusnet are working to deliver this with the new system and hopefully we'll see some movement on this soon.
Community Veteran
Posts: 14,469
Registered: 30-07-2007

Call centre statistics...

When the new phone system was installed, it did not come with the stats hardware so PN had to order it (which they now have) as a result only the basic stats were available which is what is being shown. There is also some development needed to interface to the new system.

The work is in progress but no date for release has been given yet.

if you are a conspiracy theorist you may think its not a coincedence. It certainly would make interesting reading what the real call answer times are and how many calls are 'lost' by the system.
glloyd
Rising Star
Posts: 1,652
Thanks: 20
Fixes: 1
Registered: 06-04-2007

Call centre statistics...

I thought this new phone system was supposed to have cured all the problems with customers having to wait to get through. At least the excuse used to be the old phone system was out of date and the new system would cut waiting times.

Seems to me going by all the post on various forums C/S is in melt down and unable to cope what ever system they use.