OV-16
DBS 576/HD issued September 2001
576/HD-50-525
Overview
Section 525 - ACD/MIS Reference
Reports
As mentioned in the introduction, the ACD provides a variety of reporting
options that are useful for managing the call center. The Standard reports
Package comes with the ACD card itself, while the MIS Report Package is
optional, and provides further enhancements.
Standard Reports Package
The ACD provides reports for the entire System, Groups, and Agents. You
can select these reports hourly, daily, or weekly through the Supervisors
Large Screen telephone. The Data is stored in the ACD memory for up to 14
days. Table 1 provides a matrix of available "Reports" features.
Table 1.
Reporting Features
Each report will provide the appropriate information for Total Log-in Time,
Total Unavailable Time, Total Talk Time, Total Idle Time and Percentage,
and Total Incoming and Answered Calls.
MIS Reports Package
Using the MIS option provides further reporting options such as
customizable reports, historical reports, and software conversion to popular
applications such as Microsoft Excel.
Group
TOTAL
LOGIN
TIME
UNAVAIL
ABLE
TIME
TALK
TIME
IDLE
TIME
INCOMING
CALLS
ANSWER
CALLS
AVERAGE
RINGING
TIME
ABANDONED
CALLS
Agent
(1~64)
HOURLY
o
o
o
o
o
o
X
X
DAILY
o
o
o
o
o
o
o
o
WEEKLY
o
o
o
o
o
o
o
o
Group
(1, 2,
or 3)
HOURLY
o
o
o
o
o
o
X
X
DAILY
o
o
o
o
o
o
X
X
WEEKLY
o
o
o
o
o
o
X
X
System
HOURLY
o
o
o
o
o
o
X
X
DAILY
o
o
o
o
o
o
X
X
WEEKLY
o
o
o
o
o
o
X
X
INCOMING
ABANDONED
CALLS
X
X
X
X
X
X
X
o
