ACD MIS Reporting ( CCView )


ACD MIS Reporting

This module collects, processes and presents consolidated telephony, performance in real-time as well as historic analysis reports. Contact centers is one of the most difficult operation to manage. Even small changes can have a large impact on efficiency hence many aspects are to be considered such as :

Performance of Call Queues: Call waiting time, answering time, hold time, etc. Call Takers & Positions Performing: Call Taking hourly, daily, monthly or yearly basis; Lost calls, call handling.

Agent Performance: Login time, wrap time, break time, Expected and actual call volumes.

Resources Availability: Agent performance, Trunk- PRI utilization.

  • Helps to Track real-time metrics with dashboards
  • Offers statistical analysis data in charts and graphical format
  • Helps administrator to Drill down into report for more detail with query engine
  • Analysis Reports can be print or export into word or excel format
  • Predefined reports can be scheduled

Statistical Analysis & Historical Reports:

  • Agent Hourly Summery
  • Agent Activity report
  • Agent ID details
  • Efficiency Details
  • Efficiency Summary
  • Hourly Pattern
  • Lost Calls

Business Process Reporting :

  • Campaign Summery
  • Campaign ACD Summary
  • Data Summary Report
  • Agent-wise Disposition Summary Report
  • Campaign wise Disposition Summary Report

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