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| 1 |
CAPA (Capacity Planning) |
CAPA stands for Capacity or capacity planning; This report is computed to find out the performance and hardware equipment used per circle i.e. how many switches used to route the calls in every circle and for each application (Prepaid/Postpaid). This report shows the hourly data in respect to working channels used, calls seized at MSC, calls lost due to unavailability of circuit, hourly calls received at Interactive Voice Recorder (IVR), calls terminated / resolved at IVR, calls transferred back from IVR to MSC, average utilization of IVR, average utilization of circuit used, average handling time of terminated and transferred calls per day and utilization percentage of circuits per hour. |
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MSC Portion (Mobile Switch Center Portion) |
Calculate how many calls are connected at MSC and how many calls are transferred from MSC to IVR. |
| Calculate all Incoming Calls from the concerned files (circle wise - Post/Pre) and match with the total (Incoming Calls from MSC to IVR) |
| Calculate all Congested Calls from the concerned files (circle wise - Post/Pre) and match with the total Congested Calls from MSC to IVR. |
| We check how many routes are using in each circle (Post / Pre) |
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IVR Portion (Interactive Voice Recorder Portion) |
Calculate the number of calls and hourly percentage that terminated at IVR (i.e., the customer satisfies the IVR details and closed the call) |
| Calculate the number of calls and hourly percentage that transferred at IVR (i.e., the customer not satisfies the IVR details and transfer the call to customer care executive) and calculate the total |
| 2 |
CTG (Cradle to Grave) |
CTG stands for Cradle to Grave, means life cycle assessment. In telecom industry cradle to grave report is computed to find out or to track the life cycle of each call, when it was born and where and how it ends. This report would gives complete information about each call, throughout the life cycle path traversed and where it is terminated. |
| 3 |
IVR Analytics (Interactive Voice Recorder Analytics) |
IVR Analytics is used to summarize the view of Total Callers, Number of Calls Handled on IVR, Number of Calls not getting Transfer to Call Center, Network Issues, which Menu Option is more likely or frequently used by callers and Caller Satisfaction. |
| 4 |
MP (Menu Path) |
Menu Path is giving the information on GPRS Products, GPRS Technical Support, Roaming Related Information, Hello Tunes, Cost of Card Related, Balance Recharge and other Exciting Offers etc. |
| 5 |
SLA (Service Level Agreement) |
Service level agreement is used to gather information of how many calls are recieved from MSC to the IVR, how many calls are transferred from IVR to call centre and how many calls are handled at IVR which have duration less that a prescribed time and how many calls are being resolved at IVR. |
