As Joe had mentioned earlier it is very important to identify the metrics of your Call Center to be able to identify the core reports needed to run your Call Center. Whether you are primarily a Customer service organization or an outbound collections center your needs will hinge on some very basic items.
First item is Agent Productivity, this is a report that guages how well or how poorly your agents are performing against the standards your organization must set.
Next item is Call Volume by App or Platform or type. Given the name for how calls are divided varies from platform to platform the general idea is getting a picture of Call Volume by type with items such as average call time, average wait time, total handled and total abandoned.
Next item involves finding out the resource usage levels which involves items such as Trunks and IP circuits. These resources have to have some sort of measurment of usage to be able to plan for capacity increases or decreases.
Lastly is a look at peripherals and their usage. Items such as IVR's or Predictve Dialers have to be monitored through reports to see the net effect they have on Call Volume handling and resource support.
From these four areas you will derive the reports you need to configure your Call Center properly from start to finish. Bear in mind that these areas are starting blocks and the reports within the areas may differ depending on your business. For example in the Call Volume area that could be split into Voice Calls, Messages, EMails and Chat request and each has its own report detailing its net effect to the overall.
In any case you will find your reports with a little analysis and common sense. If you need any further assisstance or wish to chat more on the subject let me know.
Sergio Bogani
Secamer Corporation
sjbogani@secamer.com