1. EU STATISTICS UK
SOFTWARE USED TO MONITOR TELEPHONE REQUESTS

2. AVAYA TELEPHONY SOFTWARE
The software used by EU Statistics UK is an externally bought package, produced by a company called Avaya.
The system is shared by the UK Contact Centre, and the ONS Switchboard Service.

3. TELEPHONY SOFTWARE

4. AGENT SKILLS
We can change the skill levels of any advisor so incoming calls go to a particular advisor.
This is particularly useful when training new staff so the experienced staff will get incoming phone calls first.

5. CALL ANALYSIS

6. It is possible to provide similar statistics on a weekly or monthly basis.

7. TIME ANALYSIS
We can view the incoming calls by time-slot. This shows how many calls come in during each half hour period of the day. As this example shows, no calls were received until 2pm.

8. ADVISOR ANALYSIS
We can check how many calls each advisor has taken. Again, this can be viewed on a daily, weekly or monthly basis.

9. CALL LOGGING DATABASE
The tracking database used is also shared by the ONS contact centre staff. The database is split into divisions, so the calls taken by each area are kept completely separate.

10. DATABASE VIEWS

11. LOGGING THE CALL
The user details are held on the front sheet of each call as shown below:

12. The call details are entered onto the following page
LOGGING THE CALL
The call details are entered onto the following page

13. SYSTEM REPORTING We are able to sort the enquiries received by: Theme
Source (i.e.. Telephone, )
Time spent on enquiries
Standard/Complex
Country of Enquiry
User type and many other options
This enables us to quickly find the statistics we need to complete our quarterly return to Eurostat

14. SYSTEM REPORTING
This screen shot is an example of how we can sort the data, showing the treatment length of each request received. This shows for example that we treated 175 enquiries within 0.5 of a day.