Professional Teledata Adds Call Center Analytic Reports

Professional Teledata has added a set of reports to its PInnacle system collectively known as “PInnacle Analytics.” These reports have been developed by their technical support department, as part of their close involvement with customers. These reports fill a variety of rolls including monitoring key call center metrics such as:

  • Agent hours for payroll validation
  • Agent adherence with operational standards
  • Abandonment percentage
  • Average speed of answer
  • Agent utilization
  • Agents over- or under-staffed

Pat Kalik, president of the company stated, “Staffing a call center properly is always a challenge, and a key aspect of business profitability. PInnacle Analytics is an important tool to develop an efficient Agent Schedule based on past performance.”

All the reports are designed for easy on-screen viewing or export to PDF or Excel for further analysis. All PInnacle and PInnacle Freedom customers can download these reports on their on-line forum.

Professional Teledata (www.proteledata.com) provides systems and software products for the telemessaging and call center industries. Contact Karen Black 800-344-9944 for more information.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

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