UK and IrelandACD Reports
Welcome to the ACD Reports subject, the available knowlege bank articles are displayed below.
Knowledge Bankknoweldge bank rss
ACD Custom Reports
With any ACD or MIS reporting suite, you will find a plethora of reports available. Generally these are raw reports from the system, which then nee… View
Agent Analysis for ACD Agent Group Report
This ACD report provides analysis of the agent's overall performance by ACD session. Agent Summary See other ACD Reports… View
Agent Analysis for ACD Agent Group Report - Comparison
This ACD report provides analysis of Agent 1 and Agent 2's overall performance. See other ACD Reports; ACD Group Re… View
Agent Group
Is the name for a group of agents or agents grouped by skill. These could be grouped by service, product or client. Calls can then be rou… View
Agent Performance for ACD Individual Agent Report
This ACD report provides an overview of individual Agent performance. See other ACD Reports; ACD Group Reports ACD Agent Gro… View
Agent Short Call Report for ACD Group
This ACD report itemises chronologically, short calls occurring within the set threshold for all Agents. See Interpretation for Agent Shor… View
Agent Summary Analysis for ACD Agent Group Report
This ACD report provides a summary of overall Agent Performance and is very useful for comparing individual Agent performance against the average. … View
Agent Summary for ACD Individual Agent Report
This ACD report provides an overview of individual Agent performance. See other ACD Reports; ACD Group Reports ACD Agent Gro… View
Automatic Call Distributor (ACD)
Automatic Call Distributors (ACDs) have been around for a long time now, however, they still remain the basic building block in all call centres to… View
Average Speed of Answer (ASA) / Average Delay
Average Response Time (ART) - also called Average Speed of Answer (ASA) or Average Delay (AD) - is one of the key metrics used in call centres.&nbs… View
Call Arrival and Transfer by ACD Group Report
This ACD report charts the call arrival pattern by ACD Group and transfers. See other ACD Reports; ACD Group Reports ACD Age… View
Call Transfers for ACD Agent Group Report - Intra-day Time
This ACD report identifies the log of the call source and post-answer transfers. See other ACD Reports; ACD Group Report… View
Call Type Activity Codes for ACD Group Report
This ACD report identifies the level of activity coding of call types. See Interpretation for Call Type Activity Codes for ACD Group Repor… View
Calls Per Hour
Calls per hour is a useful indicator of efficiency levels right down from call centre to advisor level. However, that is all it should be an … View
Historical Reports
Historical reports are reports run from the ACD or MIS software. The report period can generally be any previous time segment except the c… View
Incoming Call Analysis for ACD Group Report - Day Summary
This ACD report is generated form the day summary. For comparative purposes the summary can include a number of days. See other ACD Report… View
Incoming Call Analysis for ACD Group Report - Intra-day Time
This ACD report is an intra-day time generated report. Often best viewed when slpit through the working window creating day time-segments. … View
Incoming Call Duration for ACD Group Report - Day Summary
ACD day summary report for call Duration. … View
Incoming Call Duration for ACD Group Report - Intra-day Time
Reports on incoming call duration View
Incoming Calls Abandoned for ACD Group Report - Day Summary
ACD day summary report for abandoned calls. … View
Incoming Calls Abandoned for ACD Group Report - Intra-day Time
This ACD report is an intra-day time generated report. Often best viewed when slpit through the working window creating day time-segments. Intr… View
Incoming Calls Answered for ACD Group Report - Day Summary
ACD day summary report for calls answered. … View
Incoming Calls Answered for ACD Group Report - Intra-day Time
This ACD report is an intra-day time generated report. Often best viewed when slpit through the working window creating day time-segments. … View
Interpretation for Agent Short Call Report for ACD Group
As the name suggests these are calls of short duration. Short calls can be created by callers hanging-up or by agents ending calls prematurely… View
Interpretation for Call Type Activity Codes for ACD Group Report
This ACD report identifies the level of activity coding of call types. To be able to report on call type activity, predetermined cal… View
Lines Full for ACD Group Report
This ACD report provises information on all liners being full. See other ACD Reports; ACD Group Reports ACD Agent Group Repo… View
Management Information Systems (MIS)
Call centres are real-time dynamic areas where information and numbers are crucial to it's successful operation. Real-time systems tra… View
Management Information Systems Analyst (MISA)
Call centres are real-time dynamic areas where information and numbers are crucial to it's successful operation. Real-time systems tra… View
Non-ACD Calls
As the title suggests, these are calls which are not distributed by the ACD. They are received by the agent on their own DDI. Hence, c… View
Outbound Call Duration for ACD Group Report - Day Summary
ACD day summary report for outbound call Duration. … View
Outbound Call Duration for ACD Group Report - Intra-day Time
This ACD report is an intra-day time generated report. Often best viewed when slpit through the working window creating day time-segments. Intr… View
Performance for ACD Agent Group Report - Intra-day Time
This ACD report provides a performance overview for the Agent Group. See other ACD Reports; ACD Group Reports ACD … View
Real-Time Reports
Real-time reports show current ACD data including agent activity. The reporting interval is generally set in the ACD parameters of 15 - … View
Short Abandons
Short Abandons are calls which queue but abandon after a short time, say 5 or 10 seconds. This is often insufficient time for the call to be ta… View
Short Call for ACD Individual Agent Report
This ACD report itemises chronologically, short calls occurring within the set threshold for the individual Agent. See Interpretation for … View
Short Calls
As the name suggests these are calls of short duration. Short calls can be created by callers hanging-up or by agents ending calls premat… View
Trace Report for ACD Individual Agent
A trace report by it's very name, traces agent activity throughout the trace period. It charts each and every agent interaction with the ACD by… View
Work Activity Modes (WAMs) - Team Coaching & Analysis
The following is your team report for last week for George & Pat, advisors with 2 years experience. View
Work Activity Modes (WAMs) - Team Reporting
The success of any WAM measurement is the quality and ease of reporting. The WAM report should be able to report separately, against each WAM… View