Ready and Not Ready

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ACD Custom Reports 1

Content for your own designer ACD custom reports. … View

ACD Custom Reports 2

Content for your own designer ACD reports … View

Balanced Scorecard of KPIs & Objectives (All Levels)

Balanced Scorecard indicating performance targets for all levels of staff. Including Timeliness & Quality on one sheet for objectives … View

Resource Planner - Job Description 2 (Free Toolkit)

Full role/job description for a Resource Planner … View

Work Activity Modes (WAMs) - Advisor Tracking Stage 1

WAM tracking - Exception Report for staff with over 20% Wrap … View

Work Activity Modes (WAMs) - Advisor Tracking Stage 2

WAM Exception Report - Tracks staff with Wrap over 15% and Ready below 80% … View

Work Activity Modes (WAMs) - Call Centre 1

For Advanced Excel users only - reporting for Work Activity Modes (Includes running averages for Occupancy & Ready) … View

Work Activity Modes (WAMs) - Monthly League Competition

Fixtures and league tables for team competition to improve Ready (Talk + Available time) … View

Work Activity Modes (WAMs) - Set-up Guidelines

Documents to support Work Activity Mode implementation - including staff handouts. … View

Work Activity Modes (WAMs) - Team Reporting

Team reporting for Work Activity Modes - records each WAM (Talk, Available, Wrap, Breaks) together with Occupancy and Ready by both time and percen… View

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Call Centre a2z. The Call Centre Encyclopedia