Call Center ACD reporting for productivity consists of 1) Queue 2) Agent and 3) Agent-Queue reporting metrics. Typically these reports cover different facets of the call center floor performance offering real-time and historical perspective into the overall functioning of the contact center.
Queue Reports provide a measure of Service Level Agreement (SLA) time, a key performance indicator for customer service. A standard measure of service level is the percentage of call answered within a set service level time. The objective of a call center operation may be to answer 100% of the calls in a particular queue within the set service level time. For a given day, the real-time queue report will display the percentage of calls answered within the service level time
In other cases, the average wait-time for a caller in the queue needs to be less than the service level time. Historical reports provide average wait time for calls in any particular queue. Call abandons result from longer wait time in a queue. While using average wait time for SLA, contact centers should use Abandoned calls as another measure to ensure that individual call wait times are close to the average queue wait time. Workforce Management Tools use similar metrics to measure queue performance. Both Real-time and Historical reporting offer metrics that measure queue performance.
Agent Queue Reports are a more complex metrics for direct productivity analysis. They reveal the duration of agent-customer interaction, hold time and after call work (ACW or wrap-up). They are domain specific and a good indicator of the call center agent floor activity. They provide a measure of the agent efficiency and productivity within a shift.
Real-time reports, often referred to as the Supervisor Dashboard are real-time snippets of Queue, Agent and Agent-Queue reporting, for a floor supervisor to intervene and take corrective action right away. The historical reports provide insight for better long term planning to improve overall productivity. Good call center software will provide granular real-time and historical Agent and Queue performance as well as feeds to Workforce Management Software