ACD (Automatic Call Distribution) Monitoring
Clearly knowing actual operating performance is vital to optimising informal call centre management
The number of incoming/outgoing calls and accumulated call data that are monitored by the ACD Report Client can be viewed in graph form. The user can also customise the format and select the data for producing graphs. These performance graphs are capable of changing to reflect changes in the ongoing status.
The following performance graph shows: -
1. Status of the ICD Group
2. Status of each agent
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