IPCC CSPV600R005C20 FRS - IVR Analysis v1.0.doc

7/25/2019 IPCC CSPV600R005C20 FRS - IVR Analysis v1.0.doc

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TopEng-CSPV600R005C20 FRS

Content

1 IVR Entire Trafc Analysis Feature...............................................1-1

1.1 Display IVR KPI on My Worspa!"........................................................................................................ ......1-1

1.1.1 R"#$ir"%"n& R"'"r"n!".........................................................................................................................1-1

1.1.2 D"'ini&ion..............................................................................................................................................1-1

1.1.( I%pl"%"n&a&ion......................................................................................................................................1-1

1.1.) I%pa!&....................................................................................................................................................1-2

1.1.5 R"s&ri!&ion.............................................................................................................................................1-(

1.1.6 R"'"r"n!"...............................................................................................................................................1-(

1.2 Display IVR En&ir" In*"+ ,y ro$ps on Co$n&"r Pag".................................................................................1-(

1.2.1 R"#$ir"%"n& R"'"r"n!".........................................................................................................................1-(

1.2.2 D"'ini&ion..............................................................................................................................................1-(

1.2.( I%pl"%"n&a&ion......................................................................................................................................1-(

1.2.) I%pa!&....................................................................................................................................................1-)

1.2.5 R"s&ri!&ion.............................................................................................................................................1-5

1.2.6 R"'"r"n!"...............................................................................................................................................1-5

2 IVR Nodes Trafc Analysis Feature..............................................2-6

2.1 IVR o*"s /nalysis F"a&$r"................................................................................................................ ......... .2-6

2.1.1 R"#$ir"%"n& R"'"r"n!".........................................................................................................................2-6

2.1.2 D"'ini&ion..............................................................................................................................................2-6

2.1.( I%pl"%"n&a&ion......................................................................................................................................2-6

2.1.) I%pa!&....................................................................................................................................................2-

2.1.5 R"s&ri!&ion.............................................................................................................................................2-

2.1.6 R"'"r"n!"...............................................................................................................................................2-

2.2 IVR Tra! /nalysis F"a&$r"............................................................................................................... ......... ...2-

2.2.1 R"#$ir"%"n& R"'"r"n!".........................................................................................................................2-

2.2.2 D"'ini&ion..............................................................................................................................................2-

2.2.( I%pl"%"n&a&ion......................................................................................................................................2-

2.2.) I%pa!&....................................................................................................................................................2-

2.2.5 R"s&ri!&ion.............................................................................................................................................2-

2.2.6 R"'"r"n!"...............................................................................................................................................2-

2.( /&&"n*an& To IVR /nalysis F"a&$r"..............................................................................................................2-10

2.(.1 R"#$ir"%"n& R"'"r"n!".......................................................................................................................2-10

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2.(.2 D"'ini&ion............................................................................................................................................2-10

2.(.( I%pl"%"n&a&ion....................................................................................................................................2-10

2.(.) I%pa!&..................................................................................................................................................2-10

2.(.5 R"s&ri!&ion...........................................................................................................................................2-10

2.(.6 R"'"r"n!".............................................................................................................................................2-10

3 IVR Assistant Analysis Feature..................................................3-11

(.1 V"rsion Co%par"* /nalysis..........................................................................................................................(-11

(.1.1 R"#$ir"%"n& R"'"r"n!".................................................................................................................. .....(-11

(.1.2 D"'ini&ion.............................................................................................................................................(-11

(.1.( I%pl"%"n&a&ion....................................................................................................................................(-11

(.1.) I%pa!&..................................................................................................................................................(-12

(.1.5 R"s&ri!&ion...........................................................................................................................................(-12

(.1.6 R"'"r"n!".............................................................................................................................................(-12

(.2 S"r;i!" Pr"-arning.....................................................................................................................................(-12

(.2.1 R"#$ir"%"n& R"'"r"n!".......................................................................................................................(-12

(.2.2 D"'ini&ion............................................................................................................................................(-12

(.2.( I%pl"%"n&a&ion....................................................................................................................................(-1(

(.2.) I%pa!&..................................................................................................................................................(-1(

(.2.5 R"s&ri!&ion...........................................................................................................................................(-1(

(.2.6 R"'"r"n!".............................................................................................................................................(-1(

(.( S$pply


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1 IVR Entire Trafc AnalysisFeature

1.1 Display IVR KPI on My Workspace

1.1.1 Requirement Reference

F"a&$r" lis& ID>

1.1.2 Denition

IVR analysis sys&"% "na,l"s %ain&"nan!" s&a'' &o %oni&or &7" IVR sys&"% r$nning s&a&$s

a!!or*ing &o IVR sys&"% ,$sin"ss in*"+ in gro$ps9 in!l$*ing IVR ;al$"9 IVR !o%pl"+i&y9IVR "''i!i"n!y an* IVR &o ag"n&s. T7" %ain '$n!&ions o' IVR analysis sys&"% ar" as 'ollos>

I%pro;" IVR %ain&"nan!" "''i!i"n!y

W7il" pro,l"% 7app"ns9 i& !an 7"lp &o analy=" &7" a,nor%al in*"+9 an* %a" i& "asi"r &o'in* an* lo!a&" pro,l"%s

Fin* li%i&a&ion o' IVR s"r;i!" *"sign

IVR analysis sys&"% s$ppli"s i&7 Worspa!" 'or &7" $s"rs &o *isplay &7" %os& !on!"rn"*in*"+ in'or%a&ion9 in!l$*ing &7" !or" in*"+"s9 &7" r"la&ions7ip ,"&""n in*"+"s9 in*"+ &r"n*

analysis9 s"r;i!" ran lis&9 sp"!ial ";"n& %anag"%"n& an* o&7"r '"a&$r"s.

1.1.3 ImplementationWorspa!" is s"para&"* in&o s";"ral ar"as &o *isplay &7" %os& !on!"rn"* in*"+"s in'or%a&ion9

in!l$*ing Daily In*"+ S$%%ary9 Ran :is&9 In*"+ ?$"ry9 S"r;i!" Pr"-arning an* E;"n&

Manag"%"n& ar"as.

Fig$r" 1-1 Worspa!" o%" Pag"

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1.1. Impact

Impact on !"istin# $ystem

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Impact on %t&er 'unctions

on"

1.1.( Restriction

on"

1.1.) Reference

on"

1.2 Display IVR *ounter +nalysis Pa#e


F"a&$r" lis& ID>

1.2.2 Denition

T7" Co$n&"r pag" is &o *isplay IVR analysis in*"+ gro$p"* ,y &yp". /'&"r !li! sp"!i'i"*

in*"+9 &7" in*"+ &r"n* !an ," "+por&"* an* &7" r"la&"* in*"+ in'or%a&ion !an ," *isplay"*.

T7ro$g7 in*"+ *rilling9 &7" r"la&"* no*"s9 !i&y an* ,ran* *is&ri,$&ing !an ," ;i""* an*assis&an& &o lo!a&" a,nor%al in*"+.

1.2.3 Implementation

Co$n&"r Pag" is &o *isplay l"ga!y in*"+"s ,y gro$p an* in*"+ s&a&is&i! *i%"nsion in'or%a&ion9&7" 'ig$r" 1-2 as 'ollos is Co$n&"r Pag">

Figure 1-2 Counter Page

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In in*"+ ,ar !7ar&9 !li! &7" !$rr"n& ;al$" o' on" in*"+ &o *rill9 yo$ n""* &o s"l"!& a ,ran* &o

*rill *on9 &7"n &7" s"r;i!" no*"s9 !i&y an* ,ran* *is&ri,$&ing in'or%a&ion o' &7is in*"+ !an ,";i""*. In*"+ *rilling pag" is as 'ollos>

Figure 1-3 Index drilling page

1.2. Impact


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1.2.) Reference

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2 IVR Nodes Trafc AnalysisFeature

2.1 IVR $er,ices +nalysis 'eature


F"a&$r" lis& ID>

2.1.2 Denition

/!!or*ing &o &7" no*" &yp"9 &7" &ra''i! s&a&is&i! %o*$l"s ar" !lassi'i"* in&o &7" 'ollo"* i&"%s>

a;iga&ion no*"9 'o!$s on !$s&o%"r "y-pr"ss *is&ri,$&ing an* &7" in'lo@o$&'lo

in'or%a&ion

Cons$l&a&ion no*"9 'o!$s on &7" &i%" !$s&o%"r 7ang $p

?$"ry no*"9 'o!$s on #$"rying r"s$l& an* asso!ia&"* *ispa&!7 !7ann"ls in'or%a&ion

Transa!&ion no*"9 'o!$s on s"r;i!" 7an*ling r"s$l& an* 'ail$r" r"ason

IVR sys&"% %a"s s&a&is&i! on &7" &ra''i! si&$a&ion o' sp"!i'i"* IVR no*"s &7ro$g7 o*"

/nalysis9 an* &7" no*" &ra''i! in*"+"s ill ," *isplay"* in o*" S$%%ary9 Tr"n* /nalysis

an* K"y-pr"ss Dis&ri,$&ing r"sp"!&i;"ly.


In IVR s"r;i!"s analysis pag"9 &7" &ra''i! in*"+"s ar" *isplay"* in o*" S$%%ary9 Tr"n*

/nalysis an* K"y-pr"ss *is&ri,$&ing r"sp"!&i;"ly.

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Figure 2-4 Service Summary page

Figure 2-5 Service index trend analysis page

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Figure 2-6 digit distriuting page

2.1. Impact


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2.1.( Restriction

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2.1.) Reference

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2.2 IVR -rack +nalysis 'eature


F"a&$r" lis& ID>

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2.2.2 Denition

IVR Tra! analysis !r"a&"s IVR Tra! analysis *iagra% ,y analy=ing &ra''i! ;ol$%" a!!or*ing

&o %"n$ no*"s an* s"r;i!" no*"s %o*$l". In &7" *iagra%9 !$s&o%"r pa&79 no*" s$r'ing

in'or%a&ion9 s"r;i!" s&r"a% an* &7" r"la&ions7ip ,"&""n asso!ia&"* no*"s !an ," *isplay"*.


W7il" analy=ing pa&7 ,as"* on %"n$ no*"s9 &7" "n&ir" pa&7 *iagra% o' IVR 'los !an ,"

*isplay"*. Fro% &7" 'ollo"* 'ig$r" 2-)9 s"r;i!" a*%inis&ra&or !an ;i" &7" 7ol" &ra''i!

*is&ri,$&ing in'or%a&ion.

Figure 2-! "rac# $nalysis ased on menu nodes

2.2. Impact


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2.2.( Restrictionon"

2.2.) Reference

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2.3 +ttenant -o IVR +nalysis 'eature


F"a&$r" lis& ID>

2.3.2 Denition

/&&"n*an& To IVR analysis "na,l" s"r;i!" a*%inis&ra&or &o 'in* &7" la&"n& s"r;i!" no*"s 7i!7

ar" a!!"ss"* 'r"#$"n&ly in /&&"n*an& To IVR %o*"s &7ro$g7 &o&al ag"n& &ra''i! ;ol$%"9

/&&"n*an& To IVR &ra''i! an* r"p"a&"* IVR &o ag"n& &ra''i!. T7"n g"& &7" IVR s"r;i!" ran lis&an* plan so%" la&"n& s"r;i!" no*"s &o appar"n& on"s &o r"*$!" ag"n& !all &ra''i! an* *"!r"as"

s"r;i!" !os&.


/&&"n*an& To IVR analysis pag" is &o *isplay /&&"n*an& To IVR s&a&is&i!s o' "a!7 s"r;i!" no*"an* *"&ail"* no*" in'or%a&ion.

Figure 2-% $ttendant "o I&' $nalysis Page

2.3. Impact


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2.3.) Reference

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3 IVR Assistant Analysis Feature3.1 Version *ompare +nalysis


F"a&$r" lis& ID>

3.1.2 Denition

V"rsion !o%par"* analysis pag" %a"s s&a&is&i!s an* !o%par"s &7" in*"+"s ,"'or" an* a'&"rn" ;"rsion r"l"as"* in or*"r &o ";al$a&" &7" a*A$s&%"n& "''"!&. T7" !o%par"* o,A"!&s in!l$*"

;"rsion an* no*".


V"rsion !o%par"* analysis is &o %a" s&a&is&i!s an* !o%par" &7" in*"+"s o' 7ol" ;"rsion

,"'or" an* a'&"r ;"rsion a*A$s&%"n&.

Figure 3-( &ersion Compared $nalysis

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o*" !o%par"* analysis is &o !o%par" &7" &ra''i! in*"+"s o' sp"!i'i"* s"r;i!" no*"s ,"'or"an* a'&"r ;"rsion a*A$s&%"n&.

Figure 3-1) *ode compared analysis

3.1. Impact


on"


on"

3.1.( Restriction

on"

3.1.) Reference

on"

3.2 $er,ice Pre/0arnin#


F"a&$r" lis& ID>

3.2.2 Denition

S"r;i!" pr"-arning is &7" "''"!&i;" assis&an& %"&7o* 'or in*"+ %oni&or. S"r;i!" a*%inis&ra&or

!an s"& &7r"s7ol* 'or !on!"rn"* in*"+"s9 7il" &7" in*"+"s r"a!7 &7" &7r"s7ol*9 al"r&

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in'or%a&ion !an ," s"n& ,y SMS@EM/I:. /!!or*ing &o &7" *"&ail al"r& in'or%a&ion9 s"r;i!"a*%inis&ra&or !an gi;" an* ;i" &7" op&i%is&i! s$gg"s&ion on IVR 'los.


T7" pr"-arning !on*i&ions 'or !on!"rn"* in*"+"s ar" as 'ollos>

Figure 3-11 Set pre-+arning conditions

W7il" in*"+ r"a!7"s &7" &7r"s7ol*9 s"r;i!" al"r& in'or%a&ion is *isplay"* as 'ollos>

Figure 3-12 Service alert page

3.2. Impact


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3.2.( Restriction

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3.2.) Reference

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3.3 $upply %ptimiation $u##estion


F"a&$r" lis& ID>

3.3.2 Denition

IVR analysis sys&"% !an lis& &7" !$rr"n& IVR 'los pro,l"% or *isa*;an&ag" a!!or*ing &o

l"ga!y *a&a an* gi;" &7" a*A$s&%"n& s$gg"s&ion. T7" s$gg"s&ion in!l$*"s ;oi!" playing

s"#$"n!" op&i%i=a&ion an* ;oi!" *"'ini&ion op&i%i=a&ion. T7" goal o' ;oi!" playing s"#$"n!"op&i%i=a&ion is &o r"*$!" &7" IVR "n&ir" s"r;i!" *$ra&ionB &7" goal o' ;oi!" *"'ini&ion

op&i%i=a&ion is &o gi;" op&i%i=a&ion s$gg"s&ion on no*"s 7il" r"spons" &i%" is %$!7 long"r

an* r"p"a&"* playing &i%"s is %$!7 %or".


Voi!" playing s"#$"n!" op&i%i=a&ion is as 'ollos9 &7" p"r'"!& s"#$"n!" is &7a& a!!or*ing &7"%"n$ pro%p& &7" r"la&"* !7os"n &i%"s is l"ss an* l"ss9 i' i& *o"sn& %""& &7is !on*i&ion9 &7"

a*A$s&%"n& s$gg"s&ion &o op&i%i=" %"n$ s"#$"n!" !an ," gi;"n.

Figure 3-13 &oice playing se,uence optimiation

Voi!" *"'ini&ion op&i%i=a&ion '"a&$r" is as 'ollos9 in IVR s"r;i!" *$ra&ion s&a&is&i!s ar"a i&gi;"s op&i%i=a&ion s$gg"s&ion on no*"s 7il" &7" r"spons" &i%" is o;"r a;"rag" IVR s"r;i!"

*$ra&ion. /n* in *igi& $sag" &i%"s s&a&is&i!s ar"a i& gi;"s op&i%i=a&ion s$gg"s&ion on no*"s

7il" r"p"a&"* playing ra&io is o;"r &7" &7r"s7ol*.

Figure 3-14 &oice de.inition optimiation

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3.3. Impact


on"


on"

3.3.( Restriction

on"

3.3.) Reference

on"

3. $uscrier roup Mana#ement

3..1 Requirement Reference

F"a&$r" lis& ID>

3..2 Denition

/!!or*ing &o s"r;i!" r"#$ir"%"n&9 s"r;i!" a*%inis&ra&or !an *"'in" a ,a&!7 o' !$s&o%"rn$%,"rs as on" S$,s!ri,"r ro$p9 an* analy=" &7" IVR a!!"ss in'or%a&ion ,as"* on &7"

S$,s!ri,"r ro$p. S$,s!ri,"r ro$p %anag"%"n& "na,l"s s"r;i!" a*%inis&ra&or &o #$"ry9 a**9%o*i'y an* r"%o;" S$,s!ri,"r ro$ps.

3..3 Implementation

S$,s!ri,"r ro$p %anag"%"n& pag" is &o %ain&"nan!" S$,s!ri,"r ro$p in'or%a&ionB &7"

S$,s!ri,"r ro$p in'or%a&ion is *isplay"* as 'ollos. In &7is pag" s"r;i!" a*%inis&ra&or !an

a**9 %o*i'y9 i%por& an* "+por& S$,s!ri,"r ro$p in'or%a&ion.

o&"> 7il" i%por&ing S$,s!ri,"r ro$p in'or%a&ion9 ,o&7 &+& an* +ls 'or%a& ar" a;aila,l".

Figure 3-15 Suscrier /roup management

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Figure 3-16 add Suscrier /roup

3.. Impact


on"

Impact on %t&er 'unctionson"

3..( Restriction

on"

3..) Reference

on"

3.( !,ent Mana#ement

3.(.1 Requirement Reference

F"a&$r" lis& ID>

3.(.2 Denition

In &7" in*"+ &r"n* *iagra% o' no*" analysis pag" an* Co$n&"r Pag"9 &7" sys&"% analy="s &7"

r"ason &o in*"+ &r"n* an* *isplays asso!ia&"* ";"n&s. E;"n& %anag"%"n& pag" is &o

%ain&"nan!" ";"n&s9 7il" analy=ing &7" r"ason &o in*"+ &r"n*B &7" asso!ia&"* ";"n&s !an ,"

s"ar!7"* 'ro% &7" %ain&"nan!" ";"n&s.

3.(.3 Implementation

T7" ";"n& %anag"%"n& pag" is as 'ollosB in &7is pag" s"r;i!" a*%inis&ra&or !an a**9 %o*i'y9#$"ry an* r"%o;" ";"n&s.

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Figure 3-1! 0vent anagement Page

3.(. Impact


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4!Is "escri#tion

.1 -&e follo0in# KPIs for reference for IVR+ system

Type Name Relevant Concept Description Calculation Formula

ServiceCounter

irect calls - *umer o. callsduring +icsuscriers directlyaccess te target +itout pressing testar #ey 7 or pound#ey 879

irect calls : "otal - *on-direct calls

irect rate 'atio o. te numer o.direct calls to te totalnumer o. accesstimes9

irect rate ; *on-direct rate : 1

irect rate : irectcalls


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upper-level menu9any suscriers

o+ever ang updirectly9

Calls trans.erred toupper level

*umer o. calls during+ic suscrierspress te star #ey 7to return to te upper-level menu9

"e numer o. callsduring +icsuscriers return tote upper-levelmenu due to #eypress errors onnavigation servicesis not counted9

-

Calls trans.erred to mainmenu

*umer o. calls during+ic suscrierspress te pound #ey87 to return to temain menu9

- -

Succeeded *umer o. calls tatare .or+arded to teattendant servicesuccess.ully9

Suscriers avelistened to moretan al. part o. teconsultation voice orave triggered SSmessages Smessages >$P

Pus messages oremails9

Succeeded : "otal -Failed-$andoned

Failed *umer o. calls tat.ailed to e .or+ardedto te attendantservice9

?uery consultationand andlingservices@ "e voiceindicating .ailure o.service ,ueryconsultation orandling is played9*avigation service@"is counter is notinvolved9

Failed : "otal -Succeeded-$andoned

$andoned *umer o. servicesaandoned9 "eaandon successcriteria vary accordingto service types@

Consultation

service@ Aesstan al. o. aconsultationvoice is played9

?uery and

andling

*avigation service@"is counter is notinvolved9

$andoned : "otal -Succeeded-Failed

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services@ "evoice indicating

te success or.ailure o. service,uery or andlingis not played9 Forexample i. asuscrier angsup duringpass+ordveri.ication tesystem regardstat te service isaandoned9

Success rate 'atio o. te numer o.services andled or,ueried success.ully tote total numer o.access times9

- Success rate :Succeeded


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suscrier o. arand uses te

pone numer andpass+ord o. asuscrier o.anoter rand tosuccess.ully accessa service9

$vg9service duration - 'atio o. te I&'service duration ona service to tenumer o. accesstimes on teservice9

$vg9service duration : I&'service duration on aservice


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For+ard-to-attendantrate

I. suscriers cannotsolve teir prolems

troug te I&'service tey can.or+ard te calls toagents re,uesting teservice agents to solvete prolems9

'atio o. te numero. .or+ard-to-

attendant calls on aservice to tenumer o. serviceaccess times9

For+ard-to-attendant rate: For+ard-to-attendant

calls


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modi.y services7 on allsuservices o. te

andling service9

Success.ul ,uery "otal numer o.success.ul servicere,uests on allsuservices o. te,uery service9

- -

'e+ards ultiplication value o.te numer o. servicere,uests success.ullyandled and tere+ard o. andledservices9

- 'e+ard : *umer o.service re,uestssuccess.ully andled 'e+ard o. andledservices

Satis.action 'atio o. te numer o.suscriers +o select3 4 and 5 to tenumer o. suscriers+o reply to te SSsatis.action survey9

- Satis.action : *umer o.suscriers +o select 34 and 5


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level-1 menus andten to te I&'

process to te numero. calls .or+arded tote attendant service9

calls

$vg9attendant callduration

$verage call duration.or suscriers toaccess te attendantprocess9

- -

$ttendant-to-attendantcalls

*umer o. calls tatare .or+arded to teI&' process and tento manual9

- -

Failed attendant-to-I&'calls

*umer o. .ailed callstat are .or+arded tote attendant serviceat non-level-1 menusand ten to te I&'process9

- -

ump times *umer o. callstrans.erred to oterservices9

- -

CallCounter

&alid I&' calls "e valid servicecriteria vary accordingto service types@

=andling or

,uery@ Servicesare andled or,ueriedsuccess.ully9

Consultation@

Suscriers avelistened to moretan al. o. te

consultationvoice or avetriggered SSmessages Smessages >$PPus messagesor emails9

Dnly one service iscounted even i.multiple services ta#ee..ect during an I&'call9

- -

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&alid call rate *umer o. I&' callsduring +ic

suscriers press#eys9

"e numer o. callsanged up at level-1

menu is notcounted9

&alid call rate : &alidcalls


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$ttendant rate 'atio o. te numer o..or+ard-to-attendant

calls to te totalnumer o. I&' calls9

- $ttendant rate : For+ard-to-attendant calls


29/32



te suscrier doesnot call I&' t+o ours

a.ter ang-up9

$vg9call duration $verage serviceduration in I&'9

- $vg9call duration : "otalI&' service duration


30/32



services in a call9 system replaysvoices automatically9

Dnly one service iscounted i. te voiceon tis service isreplayedautomatically y tesystem9

'epeated I&' calls *umer o. repeatedcalls tat are.or+arded to te I&'service only +itin t+oours9

- -

Functional service "otal *umer o. calls tataccess .unctionalservices suc as teconsultation ,ueryand processingservices9

- -

$vg9#ey press times *umer o. times asuscrier presses#eys during an I&'call including tenumer o. times te

suscrier presses#eys on navigationservices9 I. a #eyconsists o. more tanone digit .or example1)7 te valueincreases only y 1+en a suscrierpresses te #ey9

- $vg9#ey press times : Beypress times


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system promptssuscriers to press

te star #ey 7 toreturn to te upper-level menu9 anysuscriers o+everang up directly9

Suscriers *umer o.suscriers9 I. asuscrier callsseveral times usingte same ponenumer te valueincreases only y 19

- -

Aocal suscriers *umer o. suscriersin te re,uired city orregion9

- -

I&' rate at level 1 'atio o. te numer o.I&' calls at level 1 tote total numer o.attendant and I&'calls at level 19

- I&' rate at level 1 : I&'calls at level 1


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=ang-up rate e.orelevel 1

'atio o. te numer o.Calls ung up at level

1 to te numer o.calls9

- =ang-up rate e.ore level1 : Calls ung up at level

1

Documents

IPCC CSPV600R005C20 FRS - IVR Analysis v1.0.doc