Contact center operations demand all sorts of reporting. Though broadly classified as real and historical reporting, it is the level of details that decides the comprehensiveness of the reporting. Starting with CDR (Call Detail Record) for every call, the internal data points of a call center activity database should collect information on call history, agents (contact center representatives), queues and campaigns. These reporting requirements are for more extensive and elaborate compared to what is available for a PBX.
CDR has information on the specifics of each and every phone call. A further breakdown within the CDR will provide details of the sub-events within a call, like putting a call on ‘Hold’ and taking it off. Call History is associated with call related data handling, with an agent associating a ‘Wrap-up’ for each call history. It is a many to many relationship between CDR and Call History. For example a single call history may have multiple CDR because the agent could have re-dialed the customer while still in the same screen.
Q-Suite ACD provides a comprehensive database that tracks all facets of cradle to grave reporting. Data from agent session management, queue and campaign can be tied CDR and Call History. External programs can subscribe to Q-Suite ACD for real-time broadcasts of ACD events. Supervisor screens show agent, call, queue and campaign activity in real time. With the availability of extensive reporting data, there are different ways of displaying critical real-time reports to convey a pulse of the contact center activity.