TNS, call statistics question.

["William Gray" <wgray@xxxxxxxxxx>]

I have a question for anyone else using III's Telephone Notification System (either version, though we currently have version 1.0).

Do you know how many "hang-ups" can be expected with this system? I mean the number of patrons who hang up without doing any transactions on the system.

The statistics show a "number of calls", as well as "patrons served", and there always appears to be quite a disparity between both numbers, in that "number of calls" is always much higher than "patrons served". We compare statistics from week to week...

Off-hand, I can think of other reasons for this disparity, aside from "hang-ups" with no transactions:

-same patron(s) calling more than once and completing transactions both times
-same patron(s) calling once or more and hanging-up (for whatever reason) and then calling back and completing a transaction (perhaps they are having trouble with the menu system, or are new to it)
-wrong numbers

If someone can give what is considered an acceptable ratio of "number of calls" to "patrons served", I'd really appreciate it.

Thanks in advance,

William Gray
Library Technical Assistant
Greenwich Library