dmaCC Operator Guide
Key
BLegStart - The time the call was placed to the Call Centre (GMT)
DMANum - The customer's dmAnswers number
BRingDUR - How long the call centre number was ringing before answer
AcceptDUR - How long after being answered, accept button was pressed
Tot BResDUR - Total Response Time (sum of the above)
ARingDUR - How long the A-Party heard ringing
BCallDUR - How long the call centre was connected for
NANS - Call wasn't answered
NBUT - Call answered, but accept not pressed
Diagnostics - <Ans+Acc> O|o I|i !|? L|l Q|q|-
Ans+Acc (how long to answer+accept)
O=Outbound connected
o=Outbound didn't connect
I=inbound connected
i=inbound didn't connect
!=SLA judgement possible
?=SLA judgement not possible (AKA indeterminate)
L=long call
l=not long call
Q=Butt press quickly
q=Butt not press quickly
-=Not not pressable quickly (eg. A-party hang up)
How dmAnswers works
When an inbound call arrives, a CCNum (CallCentreNumber) must be selected. This is based on factors such as whether the call centre is opened, the weighting of the call centre and whether or not the number is already in use.
Then an outbound call is placed to the call centre.
The call centre should be running software that pops a web-screen (dmaPopup).
They should then answer the phone (at which point they may get a briefing whisper)
They ACCEPT the call when they're ready to talk.
Acceptance can be with a DTMF tone or a button on the dmaPopup.
Note that in some cases, the dmaPopup may run JavaScript that presses the button automatically.
Questions:
RGD wed24oct12.... what is the update button for and how long should I wait for the results, how live is the data?