UK and IrelandPerformance Tracking Tools
Welcome to the Performance Tracking Tools subject, the available toolkits are displayed below.
Toolkitstoolkits rss
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
ACD Custom Reports Hierarchy
When developing custom reports you will need a whole hierarchy from agent level to call centre level - as per Visio document (you can get Visio Vie… View
Daily & Cumulative Trend Volumes & SL
Track daily volumes, calls received, abandoned, service level and Avg Response Times. This also provides charts showing daily versus cumulative tre… View
Daily 6wk Trend by 30 mins 0800-1800 - Fridays
Track daily trends for day on day for 6wks by 30 min intervals. You can input your own calls per person hour to view productivity charts … View
Daily 6wk Trend by 30 mins 0800-1800 - Fridays (Template)
Track daily trends for day on day for 6wks by 30 min intervals. You can input your own calls per person hour to view productivity charts … View
Day Week Month & YoY Perf Data
Track Perfromance by day, week and month - compare with previous year - tracks Calls received, answered, abandoned, abandoned percentage, delay and… View
Facilities Management Assistant - Job Description (Free Toolkit)
Full role/job description for facilities management assistant … View
Monthly & Cumulative Performance
Track performance monthly by service level, ART & abandoned calls … View
Real Time Forecast Revisor - Daily
Ascertain simply how the day will turn out at anytime. Merely input actual total calls at anytime to discover total revised forecast outturn for da… View
Real Time Forecast Revisor - Daily - (blank)
Ascertain simply how the day will turn out at anytime. Merely input actual total calls at anytime to discover total revised forecast outturn for da… View
Real Time Forecast Revisor - Weekly
Ascertain simply how the day will turn out at anytime. Merely input actual total calls at anytime to discover total revised forecast outturn for da… View
Real Time Forecast Revisor - Weekly - (blank)
Ascertain simply how the day will turn out at anytime. Merely input actual total calls at anytime to discover total revised forecast outturn for da… 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) - Call Centre 2
For Advanced Excel users only - reporting for Work Activity Modes (Includes running averages for Occupancy & Ready) … 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