Call Center ACD reporting for productivity consists of 1) Queue 2) Agent and 3) Agent-Queue reporting metrics. Typically these reports cover different facets of the call center floor performance offering real-time and historical perspective into the overall functioning of the contact center.
Larger contact center operations require statistics and reports from the floor to determine productivity, staffing and performance. Modern Contact Center ACD and Dialers are software driven and should be capable of feeding real-time and historical data and reports to the Dashboards as well as Workforce Management (WFM) Solutions. Workforce Management software applications use real-time and historical contact center report data to optimize performance and increase productivity of the call center operations. This provides control over labor cost, increase the level and consistency of customer service, optimize employee utilization and maximize revenue generation. Management can make informed decisions by looking at key performance indicators generated from different real-time reporting sources within the contact center software.