Scheduled Reports—what type of reports to choose from
An ITS Service Consultant can help identify the reports needed based on the departments objective when subscribing to ACD service. The ACD reports are broken down into two categories;
- Employee/agent performance and
- ACD system performance
The ACD Basic report entail = for monthly reports this provides Six reports that are prepared and delivered once per month, (weekly and or daily have different monthly fees), refer to the following url for rates. The titles of these reports are: Call Duration, Group by Agent, Agent by Group, Delay Before Abandoning, Delay Before Answering, Summarize ACD Group Performancehttp://www.stanford.edu/services/telephone/department/acd/
Client can choose to subscribe to ACD CAMs reports for Day/Week/Monthly or Interval=measures every half hour of call flow activity in the following format:
- Daily
- Weekly
- Monthly
See url provided above for rate information.
CCMIS Supervisor software allows for real time ACD system display monitoring and printing of ACD AD Hoc Management reports when you need them. The installation is performed by the ITS System Engineering group on a workstation client has identified with the ITS Service Consultant. With the current ACD system, the ACD Supervisor terminal software can be requested by either submitting a HelpSU request, or through the orderit.stanford.edu web site. Refer to the following link for the CCMIS Supervisor software fee:http://www.stanford.edu/services/telephone/department/acd/
