Real-Time Reports

Author: CCa2z

Date: 29th October 2009

Real-time reports show current ACD data including agent activity.  The reporting interval is generally set in the ACD parameters of 15 - 30 - 60 minute intervals

It is essential in a call centre environment to have real-time data at your finger-tips.  Call centres demand real-time management and, hence, the data requirement.

This allows for managers to respond to situations such as call peaks and agent activity.

The real-time data will be available from ACD MI systems and high-level wallboards. It is also usual for agents to be able to access information from their turret.


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