©2013 Analicomm, Inc., Columbus, Ohio
ACD Reporting Software
CLICK TO ADVANCE
of 12
ACD Reporting Systems are at the heart of ACD
Management.
There are three broad categories of reports:
o
System Reports – focus on the hardware and
connectivity to show whether the ACD system is
configured with sufficient resources to handle the
volume of calls.
o
Queue Reports – focus on issues including average
speed of answer, average duration, percent of calls
that abandon, average wait time of abandoned calls,
etc., to assess staffing issues.
o
Agent Reports – focus on each individual agent’s
performance. These statistics identify where and how
each agent can improve their specific performance.
Telecom Management needs the System Reports,
and ACD Management needs the Queue and Agent
Reports to address their separate responsibilities.
