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Chapter 2, ACD Reports The following sections associate specific ACD reports with aspects of call center management. See the "General Analysis Guidelines" section for each report to see how it specifically answers important call center management questions. Table 1 lists ACD reports that can help you allocate call center resources. Table 1. Resource Allocation Analysis Question Applicable Reports Does the center have enough agents? Pilot Number Current report Is the center supported by enough trunks? Pilot Number Current report Is the ratio of agents in primary and overflow pilots correct? Agent Current Status report Does the system need any more auxiliary announcements? How Many? Call Profile report (Overflow and Abandoned calls) Are calls being distributed to agents properly and efficiently? Agent Percentage report Agent Percentage report Pilot Number Current report Agent Average report Table 2 lists ACD reports that help you analyze training requirements. Table 2. Training and Development Analysis Question Applicable Reports Are agents providing immediate assistance to callers? • • Agent Average report Agent Percentage report • • • Agent Average report Agent Percentage report Agent Call Source Tracking by Originating Pilot Number report Agent Call Source Tracking by Originating Pilot Number report Agent Average report Agent Percentage report Agent Call Source Tracking by Originating Pilot Number report Agent Average report Agent Percentage report Which agents need more training? Are agent trainees ready? • Can agents handle more calls? • • • • • 32 M M Aastra – 2541-003
