Fonality - ACD - How do I create/view/use ACD reports?
- Kelli Higdon
Call Centers live or die based on meeting their published SLAs and keeping staffing at appropriate levels. Daily reports on the overall performance of your call center are critical to maintaining efficiency and finding new ways to innovate. Follow these steps in order to create a meaningful report for managerial review.
Click Reporting --> acd reports in your Admin Panel
A single box displays. Choose one or multiple queues from the first box to define the scope of your report
Set your Start Date and Time
Set your End Date and Time
From the drop-down menu next to Report:, select the type of report you want to view
Click View Report
Click the + sign next to any of the lower Call Distribution lines in order to view a breakdown of calls by Day, Weekday, and Hour