Recaller Analysis
List of recommended reports to identify and analyze recallers.
What is a recaller?
A recaller is defined as follows:
- the same ANI calling several times
- on the same day
- for the same CallType (not within CrossRecaller report)
- independent of the outcome (Answered, Abandoned, etc.)
Measuring recallers can be helpful to find out the main reason for recalls and to get a picture about the distribution of the recalls (how many people have tried to call how many times).
For these purpose, the following reports are available within the CallByCall package:
Use Report 145 to measure recallers based on the facts listed above, i.e. separately for each CallType that was selected.
Use Report 146 to measure recallers independent of the CallType they have called, across all of the CallTypes that were selected.
Top ANI Report
Use Report 147 CallType Daily Top ANI to get information about the callers that have called most often for the same CallType and day. A drilldown to Report 102 will help to understand why a certain initial ANI (caller) has called the selected service (CallType) multiple times.