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Newbie - need info for generate reports Newbie - need info for generate reports
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Old 07-11-2007, 11:16 PM
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Join Date: Jul 2007
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Newbie - need info for generate reports
Dear All,

I am very new to Call Center but I am in the progress developing a ACD application reports, could any body please inform me where can I find complete reference about this, such as:

What is ACD, ACW, AUX, Staff time?
What is the formula of ACD, ACW, AUX, Staff time?
..
..
Etc

Many thanks in advance

Regards
Winanjaya
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Old 07-16-2007, 06:58 AM
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Join Date: Jul 2007
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Dear,
I don't think u can succeed to develop reports without any call center experience.The first step for you is to install a professional CMS software to use,such as Avaya CMS.Then u will know well about various KPI & formular.

ACW Time
The total time the agent spent working in after call work activities for this split/skill and direct agent ACD calls attributed to this split/skill.


AUX Time
The total time the agent spent in auxiliary work for the split/skill.
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