Use Case
Cut abandon ratio during the 9–11 AM peak
Spot AR spikes in the hour they happen — not in tomorrow's CDR. Re-route agents while customers are still on hold.
Peak-hour AR%
SLA breaches / week
Time to detect spike
The problem on a real floor
Your AR (Abandon Ratio) spikes from 6% to 26% between 9:15 and 10:45 every weekday. Patients give up and book at the competing clinic. SLA breaches stack up and the SLA-tied client emails on Monday morning. The supervisor only learns this on Tuesday from the CDR export — twenty-four hours after the damage. The fix isn't more agents all day. The fix is seeing the spike in the hour and moving two outbound agents into the inbound queue for 90 minutes.
The workflow
How VoIPSetu fixes it — step by step
Scroll down. Each step lights up as you reach it — the same way the workflow lights up on your floor.
- 1
Pin the Hourly Dashboard on the supervisor screen
Hourly Dashboard is a 24-row table — Calls, Answered, Abandoned, ASR%, AR%, Avg Wait, Diff vs Previous Hour, Diff vs Same Hour Last Week. It refreshes live. No export, no F5.
- 2
Set threshold colour rules
Hourly Dashboard → Settings → Threshold Map. AR% yellow at 8, red at 15. Avg Wait yellow at 30s, red at 60s. The supervisor's eye finds red in 2 seconds without reading any number.
- 3
Re-route on the fly from Live Queues Wallboard
Live Queues Wallboard → right-click an outbound agent → Add to Inbound Queue. Two clicks, 90 seconds, agent now picks up inbound calls. AR drops within 20 minutes.
- 4
Lock in the staffing change with Smart Reports
Smart Reports prompt: 'AR per hour today vs same day last week, line chart'. The chart is the evidence you take to next week's staffing plan — not a feeling, a curve.
- 5
Schedule a 9 AM peak-hour briefing PDF
Global Settings → Report Scheduler → 08:45 daily. Yesterday's peak-hour AR + today's forecast inbox-ready when the supervisor opens her laptop. Zero MIS time.
Which feature does what
The exact mapping
Every row is a feature already on your VoIPSetu console — and the precise job it does in this workflow.
| Feature | Role in this workflow |
|---|---|
| Hourly Dashboard | Live 24-hour grid — the AR spike becomes visible the hour it starts. |
| Threshold Map | Yellow/red cells alert the supervisor without reading numbers. |
| Live Queues Wallboard | Drag outbound agents into inbound queue in two clicks. |
| Smart Reports | Plain-English chart to prove the fix and lock in next week's staffing. |
"I caught the AR spike at 9:18, pulled two agents from the outbound campaign, AR was back under 10 by 9:40. Client didn't escalate."
In the wild
Real configurations on real floors. Names changed, numbers not.
Multi-speciality hospital reception
Before
9–11 AM AR averages 26%. 38 patients/day book at the competing clinic. Doctor idle slot at 11.
After
Receptionist + 1 floater on the 9–11 window. AR < 10%. Slot fill rate up 18% in one month.
Bank inbound — credit-card servicing
Before
Lunch-hour AR > 20%. NPS comments cite 'wait time' as #1 complaint for two quarters.
After
Supervisor pulls collections agents into servicing queue 12:30–13:30. AR 7%. NPS up 11 points.
The outcome
Peak-hour AR caught in the hour, not the morning after. SLA-tied clients stop emailing on Monday.
Try this on your floor
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