Visibility into the various areas of your business gives you the necessary insight into what is happening in your contact center and which areas need improving. This type of control is vital whether you are running a small or large contact center. There are several reporting packages available in XLScheduler: 

Standard Reports

The standard reporting package includes various forms of presenting the schedule, including daily and weekly schedule, on individual and group level.

The standard reporting package also includes a management report, where a preliminary cost calculation of the schedule is presented. The cost report can be used for taking decisions on further fine tuning of the schedule to reach the desired cost of the planning period.

Agent Performance

The Agent Performance report presents the performance of each agent. An agent scorecard gives you detailed information on various performance parameters such as adherence to schedule, late arrivals, availability to take calls, percentage of occupancy and more. Information is presented in user friendly graphs giving instant snapshots of an agent’s performance. A point system based on performance helps rate agents and can be used for bonus calculation. This report is an excellent tool in training and coaching agents to show their performance and to emphasize the impact on the contact center.

Call Traffic

The Call Traffic Reports are a data mining tool that can handle data from XLScheduler and from the telephone system to create graphs for comparing relevant parameters of your own choice. A selection of fixed reports is also available, including a daily and a weekly summary.