Hi all,

THis is my first post here, Before I start let me tell you guys I personally think this is a very good oportunity for people who work in call centers, to share solutions and ask problems. I hope I can contribute as well.

I'm new in this call center job so I really don't know many things and I would like someone to help me. Please forgive me if my questions are very obvious or stupid but I really need some help here before I can start doing my work right.

I'm working in Collections and we use Davox Unison, I'm having problems with some definitions like:
- Accounts called
- Dials attempted
- Dials completed
- Answers

I mean. If the Davox starts calling a record. I say it would count as an attempt right?... when is it considered as a called account? until it finishes the dial? what if it is an announcement?... is it still considered as a called account and a Dial completed?.

Hope someone can help me.
Thanx
Jesus