Now we see wide spread deployment of Asterisk for setting up large contact centers. With ACD and Dialer Software available to scale to large contact center operations, it becomes important to manage the workforce efficiently. Workforce Management requires real-time and historical feed of reports and statistics from the call center floor to determine productivity, staffing and performance.
Next generation Contact Center ACD and Dialer software will allow feed of real-time and historical data and reports to Workforce Management (WFM) Solutions, eliminating countless hours of data entry. The real-time supervisor dashboards, agent productivity reports, ACD activity and campaign performance reports are key performance indicators that allow effective call center floor management. Contact center operations rely upon statistics and reports to determine productivity, staffing and performance for effective workforce management.