how to measure (the volume of the problem) ????

I recently graduated from university (majoring in computer science) , and i just got a new job, i was hired as a (customer care project coordinator)in the main telecom provider in my area.. may main responsibility is to support the customer care department (Call Center to be spicific), by training them on specific application or arrange with other departments to provide some modifications on the software to help them reach the highest effeciency ..

anyways.. my boss asked me to find a way to measure (the volume of the problem) in the call center ,and try to find a way to solve it.. what did he meant by measuring the volume of the problem??? can any one help me with some ideas????