UK and IrelandMIS Performance Reports
Welcome to the MIS Performance Reports 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
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
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
Weighting
Weighted averages should be used wherever data needs to reflect the relative importance, volume and contribution of each item. It is not suff… View
Work Activity Modes (WAMs) - Advisor Tracking
Performance tracking tools are essential in any business to ensure compliance and delivery. With the implementation of any advisor adherence … 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