6-2
DBS 576/HD issued September 2001
576/HD-50-525
Chapter 6. Report Manager
Section 525 - ACD/MIS Reference
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Page Number
- The page number is presented in the "Page X of Y"
format.
The descriptions that follow are Daily report formats. Generally the same
data appears as totals, averages, and summaries on the Weekly, Monthly, and
Yearly reports. For example, in many of the daily reports hourly intervals are
shown for each day, while on the Weekly report daily totals are shown.
Agent Call Summary Report
The Agent Call Summary report provides a comprehensive view of Agent
hours and call handling activities. The report is used to establish base line
measurements in the Call Center and enables the Supervisor to evaluate
Agent performance, relative to other Agents within the group.
Figure 6.1 shows a typical Agent Call Summary report.
Figure 6.1. Agent Call Summary Report
