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Call Center Status Reporting

Status reporting is designed for the new inexperienced agent that needs reminders of the status of the call center. By keeping the agent aware through real time updates and alerts the agent is able to focus on their business. An alert can make the new agent aware of a change in the current status and help them improve their performance. Status reporting can also show the agent what their status is and remind them of their objective.


Call Center Status Reporting

The metrics that are recommended for a Status Reporting display include:

  • Calls in Queue
  • Longest Wait Time
  • Service Level
  • Abandoned Calls
  • Average Speed of Answer

These metric have been shown to drive efficient behavior with new and inexperienced agents.

Desktop wallboards provide the means to keep the inexperienced agent aware and alert to changes in the status of the call center.  Working in conjunction with a LCD screen the call center can be more effective and efficient and meet the goals and objectives.

Status Reporting

An effective Status Reporting desktop solution has preset thresholds that alert the agent to a status change.  This alert can be a message to agent (or group) notifying them of a metric that needs attention or simply a color change of the metric in threshold. For more skilled and experienced agents Performance Reporting is recommended.

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