ACD management software collects vast amounts of numerical data from your phone switch and/or ACD. This software organizes information, such as call volumes and abandonment rates, into reports that indicate how efficiently your entire center, groups of agents and individual agents are handling calls.
Unlike the statistics that appear on electronic displays or on agents PCs, ACD management tools convey information that helps a call center executive measure the actual performance of a center against certain goals, such as service levels. Many of these software packages provide this information in graphical formats, which can help you identify trends and problem areas.
Although many manufacturers of phone switches and key systems offer or re-sell reporting packages for their own switches, this article discusses third-party ACD reporting software that collects data from a variety of ACDs and PBXs. One advantage of software packages that work with different ACDs and PBXs is that they enable you to gather and view information from multiple call centers, even if these centers use different switches.
You can tailor reports to include and prioritize the information that you want to view and how frequently you want to gather it. Many reporting packages let you decide whether you want to generate hourly, daily, monthly or yearly reports.
ACD management software packages typically provide you with up-to-date and historical reports. Up-to-date reports usually include the status and call volumes of individual agents and groups of agents during a period of minutes or hours. You can generate and consult these reports throughout the day. Historical reports present a more long-term view of your call center over a time frame of weeks, months or years.
One product that helps you produce historical reports if you have a phone switch from Siemens is CSI-Data Collection Resources (East Hartford, CT) ACD Data Collection & Reporting System. You can use CSIs standard reports or you can create your own. ACD Data Collection & Reporting System also allows you to export ACD statistics to external databases so that you can relate these statistics to sales figures or revenue, for example.
CSIs ACD Data Collection & Reporting System Web displays reports as Web pages so that you can post reports on your intranet or Internet. ACD Data Collection & Reporting Web also lets you select the reports that you want to generate during the day.
CSIs basic package consists of ACD Data Collection & Reporting and costs $10,000. ACD Data Collection & Reporting Web can cost up to $20,000.
Professional Resource Managements (PRM; Palatine, IL) Agent Power is a suite of reporting tools that includes Agent Performance, a standalone module within the suite that works with Siemens switches and Meridian 1 and C2 switches from Nortel Networks.
Agent Power stores and consolidates data within a database, allowing you to pull together reports by individual agents, by groups of agents or by which supervisors agents report to. You can create reports that keep track of statistics such as the number of calls that agents handle per hour, average lengths of calls or the percentage of the work day that agents devote to speaking with customers.
Another component within the Agent Power suite is the How Goes It module, which presents the latest ACD data every half hour in three-dimensional graphs. Agent Powers Agent Status Display provides you with real-time, color-coded information about each agents status, including whether agents are on the phone, performing after-call work or taking scheduled breaks. For example, if an agent exceeds your threshold for after-call work, the agents name appears on your screen flashing in red.
Agent Power also offers modules for displaying ACD statistics on readerboards for agents to view and a workforce management module. Each module within Agent Power starts at $5,000.
Chadbourn Marcaths (Chicago, IL) CC Analyzer is a reporting package within the companys Call Center Solutions suite of products. CC Analyzer provides information in a graphical format in single-page summaries that track performance goals for individual agents, groups of agents and the entire call center. CC Analyzers Agent Performance Index compares the performance of agents with those in the same skill group or those who take similar types of calls. CC Analyzer also provides reports that show you how much you were understaffed or overstaffed each hour. CC Analyzer starts at $10,000.
If you manage more than one site, Chadbourn also offers its CC Networker, which allows you to consolidate information from multiple call centers.
Telecorp Products (Walled Lake, MI) ACD Performance is a historical reporting package that works with Definity G3 switches and ProLogic phone systems from Lucent Technologies; Meridian 1 and SL-1 switches from Nortel Networks; and switches from Siemens.
Agent Performance produces historical reports and analyzes trends that involve agents, groups of agents or the call center as a whole. Agent Performance provides more than 100 standard graphical reports that you can customize.
Telecorp Products Agent Window provides real-time information about what agents are doing, such as whether theyre waiting for calls or whether theyre not ready to take calls. You can also set thresholds for the length of time that agents should be on the phone.
Agent Performance costs $7,000 for ten seats and Agent Window costs $5,500. You have the option of purchasing Agent Window as a standalone product.
In addition to ACD management software, Agent Performance also includes its What If? workforce management software to help you determine your staffing requirements and maintain your service levels.
Some vendors offer both reporting and analytical components to their ACD management software. One such firm is Nova CTI (Philadelphia, PA). Its NovaMax Reporter, part of its NovaMax Call Center Suite, lets you collect statistics from Lucent, NEC, Nortel, Rockwell, Siemens or Tadiran phone switches and from your IVR system. You have the choice of running reports immediately, arranging for reports to run during your busiest hours or scheduling reports in advance.
NovaMax Reporters standard reports include weekly summary reports, which indicate the performance of each group of agents, and agent detail reports, which show you how efficiently agents are answering calls during each hour. This module also presents you with information such as trunk utilization reports, which calculate the percentage of your centers trunks you are using; and log-in and log-out reports, which inform you when agents log in and when they take their breaks.