Reporting?

[ericturner]

I have an outbound call center that calls businesses in an area and has my representative set appointments to go speak with business owners. I need a way to track and graph:

How many calls per rep (day, month, hour)
How many appointments per rep (day, month, hour)
as well as when they are absent, etc. Does anyone have any ideas on what I can use?

[mhaqqi]

KPIs for outbound environment include:

Abandon rate, attempted calls, connected (completed) calls, contacts, contacts per hour, contact rate, cost per contact, cost per minute, penetration rate and time of day effectiveness.

It is important to understand the context of a term, because ACD vendors and dialer vendors sometimes use the same terms to mean different things.

I hope this information is helpful to you.