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ACD Call Center Performance Reporting Software
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Real-Time Data Helps Improve Customer Service to Make Your Call Center More Efficient!
QSD Help Desk Version from Smart Telecom is a turn-key automatic call distributor (ACD) performance
reporting software solution. Specifically designed for the small call center, QSD was developed by working
closely with an active call center. It is user-friendly software that provides the small center with real-time display
and historical reporting to aid in the management of a call center's performance.
It is a truly innovative solution for the small center, providing simple tools without all of the issues of hardware,
lengthy installation, training and ongoing upgrades and support options. In many cases our customers are up
and running within a hour - that's how easy it is to install.
No dedicated servers are required. QSD installs easily on the supervisor's PC workstation and using a port on
the supervisors telephone set as the interface. No downtime for the call center. In addition, virtual wall boards
are an option for the agent's, which is configured on each PC, providing them with current real-time statistics
throughout the day.
Historical reports are available for ACD Queue Activity and Agent Performance. (sample reports). Queue
Performance Reports provide the following the following stats:
Minimum, maximum and average values for:
- Number of calls in queue
- Number of calls in queue from overflow
- Longest wait times
Daily and monthly summaries for:
- Total numbers of calls answered per queue
- Total talk time per queue
- Average length of wait times in queue
Agent Performance Reports Include:
- Date, time, duration of ACD calls per agent
- Total number of calls handled by each agent
- Total and average ACD call talk time by agent
- Total number of ACD calls/total and average talk time by queue
Each system includes QSD Supervisor, QSD Hardware Interface, QSD Logger and QSD Historical Reports to
be installed on the Supervisor's PC workstation as well as QSD virtual wallboards for the agent's desktop. To
learn more about QSD and how it works, select that data sheet for your ACD Telephone System.
For a product demonstration or a quote, please either contact us at 1-800-647-7640 x13, or send an email
to sales@ptelinc.com.
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