Performance Tracking Tools

Welcome to the Performance Tracking Tools subject, the available knowlege bank articles are displayed below.

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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

Alarms & Thresholds

A feature of most management information systems (MIS) is the facility to enable performance alarms or thresholds. Because MI systems display a… View

Call Recording

Customer contact recording is increasingly on the agenda for organisations' overall CRM (Customer Relationship Marketing/Management) strategy, … View

Normalised Calls Per Hour

Contact centres that rely on agent calls per hour as a key metric come under fire as it doesn't provide a good comparison for agents. Over … View

RAG Report

A RAG report refers to a report where standards or targets need to be identified. RAG stands for - R = Red / A = Amber / G = Green. A RAG repor… 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 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

Time-based First Contact Resolution (FCR) Reporting Window

Time-based FCR relies on a rolling FCR window. This means that the initial enquiry is perceived to be a FCR but over a period of time the initial r… View