Sample Reports

More than mere reformatting of switch ACD reports, the CC Analyzer provides meaningful analysis and presentation of the available data. The design philosophy for each report is to focus attention on those measures that are important to increasing agent productivity and improving service to the customer. Below are two samples from the CC Analyzer management reporting package.

The Critical Success Factors report is designed for top management's daily overview of call center operations. Often managers and supervisors are rewarded on their ability to improve upon the performance levels reflected in this report. Up to 20 queues may be aggregated to present a call center summary. Additionally, through Quick Stat, this can be displayed on a CC Advisor workstation or printed at any time of the day.

The Agent Time Analysis graph illustrates how an agent spends his/her time while logged into the telephone system. This chart is ideal for performance reviews since it contrasts individual performance with not only the average for that agent's workgroup, but also the workgroup's standard, or goal. The timeframe analyzed may be from one day to 365 days. In this example, the data for one month is being analyzed.