Introduction

The Voicemail Analysis report is an essential tool for contact centre supervisors, particularly those with 'System Access' authorisation. This report provides insights into voicemail usage for selected mailboxes, including the number of voice messages received, the number of messages listened to, and the time taken between message arrival and listening. By analysing this data, supervisors can assess voicemail management efficiency and make improvements where necessary.

Report Structure

The report consists of the following key sections:

Header

Name: The report name as defined during report creation.

Original Report Type and Report Period: Indicates the type of report and the period it covers.

Selected Mailboxes: Lists the mailboxes included in the analysis.

Per Time Segment

For each time segment, the following data points are presented:

Time Segment: The time period covered by the data.

Number of Messages:

Received: The number of voice messages received for the selected mailboxes.

Responded: The number of voice messages that have been listened to.

Response Time:

Average (avg): The average time between receiving a voicemail and listening to it.

Maximum (max): The longest time recorded between receiving a voicemail and listening to it.

Total

Provides the overall totals for each category throughout the report period.

Footer

Indicates the date and time when the report was generated.

Use Case Example

A contact centre supervisor examines the Voicemail Analysis report for the past month. The report reveals that a significant number of voicemails remain unlistened for several hours, especially during peak times. Additionally, the maximum response time for some messages is unusually long, suggesting potential staffing or workload issues.

The supervisor decides to allocate more staff to manage voicemails during busy periods and implements a protocol for prioritising urgent messages. In subsequent reports, the average response time decreases, demonstrating more efficient voicemail handling.

Conclusion

The Voicemail Analysis report allows supervisors to monitor voicemail response efficiency and identify areas for improvement. Regular analysis ensures that customer messages are addressed promptly, enhancing customer satisfaction.