Subject: FW: Incoming call stats
From: Deeksha Dadu <[email-masked]>
To: Ashish Dabral <[email-masked]>
Date: Thu, 11 Feb 2021 10:48:48 +0000

From: "Heta Nyrhinen (HNYR)" <[email-masked]<mailto:[email-masked]>>
Date: Thursday, 11 February 2021 at 4:11 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, Deeksha Dadu <[email-masked]<mailto:[email-masked]>>, "Pritish Nandi (LSM)" <[email-masked]<mailto:[email-masked]>>
Cc: "Sara Aknooni (SRAK)" <[email-masked]<mailto:[email-masked]>>
Subject: FW: Incoming call stats

Hello Deeksha, Saurabh and Pritish,

I gathered some incoming call stats (in the email below), and it looks like we are missing a lot of calls. We will of course add new agents to the lines to address the high amount of abandoned calls, but there shouldn’t be any missed calls, as it means that an agent was available but didn’t pick up the call.

Could you please address this on your side.

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/en/dk>

eposaudio.com<https://www.eposaudio.com/> · Follow us here
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From: Heta Nyrhinen (HNYR)
Sent: 11. februar 2021 11:03
To: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>
Subject: Incoming call stats

Hi Sara,

Here are incoming call stats are for the timeframe 01/12/2020-10/02/2021. I will call you to discuss the results.

ENTERPRISE

US Enterprise

Total Calls
1,001

Answered Calls
461
46%
Missed Calls
101
10%
Abandoned Calls
173
17%
Voicemails
266
27%

EMEA English Enterprise

Total Calls
851

Answered Calls
417
49%
Missed Calls
14
2%
Abandoned Calls
191
22%
Voicemails
229
27%

APAC Enterprise

Total Calls
248

Answered Calls
166
67%
Missed Calls
14
6%
Abandoned Calls
50
20%
Voicemails
18
7%

DACH Enterprise

Total Calls
1,233

Answered Calls
1,009
82%
Missed Calls
18
1%
Abandoned Calls
150
12%
Voicemails
56
5%

France Enterprise

Total Calls
480

Answered Calls
437
91%
Missed Calls
12
2,5%
Abandoned Calls
19
4%
Voicemails
12
2,5%

GAMING

US Gaming

Total Calls
223

Answered Calls
149
67%
Missed Calls
10
4%
Abandoned Calls
37
17%
Voicemails
27
12%

EMEA English Gaming

Total Calls
117

Answered Calls
61
52%
Missed Calls
10
8%
Abandoned Calls
24
21%
Voicemails
22
19%

APAC Gaming

Total Calls
30

Answered Calls
20
67%
Missed Calls
0
0%
Abandoned Calls
9
30%
Voicemails
1
3%

DACH Gaming

Total Calls
334

Answered Calls
281
84%
Missed Calls
2
1%
Abandoned Calls
32
9%
Voicemails
19
6%

France Gaming

Total Calls
26

Answered Calls
23
88%
Missed Calls
1
4%
Abandoned Calls
2
8%
Voicemails
0
0%

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261
EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/en/dk>

eposaudio.com<https://www.eposaudio.com/> · Follow us here
​  <https://www.facebook.com/eposenterprise>   <https://twitter.com/eposaudio?lang=da>   <https://www.linkedin.com/company/eposaudio/mycompany/>   <https://www.instagram.com/eposaudio/>   <https://www.youtube.com/channel/UCKZSbHA_gj3OKwPnKa4cNaA>