If you use ACD/Queues you need QXact Reports to help you make the most  of your time. With QXact Reports you are given an insight into each and every  one of your Queues. This can help you quickly identify potential issues such as the need to add additional agents, or agents who are not taking calls. Some of the items you can see at a glance with QXact Reports are:

 

• See call distribution by agent, queue, day of the week, or even down to the hour.
• View average call time and average hold times.
• See the reason calls are being disconnected (whether the customer or the agent is hanging up the call first).
• Verify service levels are being met or exceeded.
• View total talk time to see which agents are spending the most time on calls.
• Quickly assess the need for additional agents to handle increasing call volume.
• See the average wait time and percent of abandoned calls.

 

Schmoozecom has made configuring Qxact templates easy! Simply select the Report type you would like, then add the detail columns with a checkbox. You can have up to 15 tables in a single report!