Learn how to increase your calls' efficiency using call search
1. Introduction
Your organization's calls are are sometimes longer than they could have been, due to a collection of information occurring in the wrong order. Analyzing when certain questions can be asked during a call using Call Search can enable you to ensure that questions are asked in the correct order, thereby increasing the efficiency of your triaging process.
This HOW-TO requires access to the Call Search View, part of the Dashboard Module.
2. Step-by-step guidance
To optimize call processing time using call search, follow the steps below:
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Identify questions or terms that should only be asked after dispatch.
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Create a query line for each one and run the query by clicking on the Search button.
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Go to the Histogram visualization.
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Corti will shows you a bar graph where the X-axis is the call time in seconds and every bar shows the number of times that term occurred in that 1 second time range.
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Use this to identify important fractiles (commonly median and 90%). Use this data to determine a goal and plan an intervention.
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Optional: Save the query to analyze how the intervention affects when the question is asked.
3. Further Reading
How to adjust the Time range displayed in the Histogram Visualization