Monday April 2nd, 2012
Q: We’ve got a Siemens Hipath 4000 and our ACD software is Agile 6.0. What are historical reports, and what are the features for pulling historical reportsusing Agile?
A: As calls come into your call center and the Automatic Call Distributor (ACD), Agile 6.0, routes the call to the agent that is best suited to get the call. Statistical data for all the calls that are routed through Agile are stored and can be pulled as historical reports.
Historical reports summarize the performance or activities of supported elements over a specified period of time. Reports are done in the Manager Application.
There are various elements that can be reported in a historical report. Here is a full list of all the elements that can be reported in Agile 6.0: Users, groups, queues, callbacks, destinations, and wrap-up reasons.
Just like any statistical analytics tool, time ranges are very important in understanding data for the Hipath 4000. Daily, weekly and monthly are the common ranges for reports.
Historical reports are commonly used to evaluate:
- Contact center performance
- Productivity of individual queues and users
- Configuration efficiency
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