A predictive dialer report consists of: agent names, hours logged in, talk time, contacts per hour, etc. This helps with scheduling issues, performance evaluation and more. Call center reporting software helps you understand how well your call center agents are doing and where changes need to be made. Some call center reporting software deals with activity history by agents, activity history by queues, agent performance trends, call volume by time of day, call logs, talk, wait, ready times, call outcome activity, service level activity, list progress activity, outbound dialing activity, hourly productivity, summary productivity, etc.
In any call center environment, reports are of great importance. Call center reporting consists of the data that is collected from daily inbound and outbound calls.
Typical call center reporting might include: call attempted, calls completed, calls dropped, messages left, busy signals, etc. A clear understanding of when calls are placed and to whom they are placed makes call center staffing and productivity issues and planning easier to understand and undertake.
