Generating meaningful detailed reports on the daily operations of a contact center is essential for every call center manager. The software for running and managing the call center operation should collect correlated information from the inception of the call till its termination. These data points generate adhoc and historical reports.
In an inbound call center, an ACD (Automatic Call Distributor) manages the call grouping based on DID/DNIS and takes care of routing the calls. If we take the example of the Indosoft call center software Q-Suite, the call center software feeds the DID/DNIS information it receives from the Asterisk PBX to the ACD. A true ACD system will allow the call to be processed and managed before routing to a skills based queue. Depending on the nature of the inbound contact center operation, many calls may be routed through an IVR (Interactive Voice Response) before being handed over to a Queue. Based on the skills required, the call will eventually flow into one of the many queues created with different skill requirements to handle the inbound calls efficiently. A well designed skills based routing will enhance the efficiency of the call center. With skills based routing, the first available agent with the required skill-set and the highest skill-level will handle the incoming call in each Queue.
Let us examine at all the datapoints for such an inbound contact center. An ACD summary report should provide a summary of all the inbound calls broken down by DNIS/DID and Queue. It should provide information on the time durations associated with the calls as well as abandons.
An agent time profile should associate the time spent by the agent while handling calls in an inbound contact center setup with skills based queues. This can be extended to link the queue data with agent data.
Some contact centers may also like to measure agent performance using the wrap-codes as a measure of productivity.