Search K

English (en)

Türkçe

English (en)

Türkçe

Appearance

Resource & Infrastructure 

Resource & Infrastructure Reports is a report category that allows you to examine the personnel resources used in call center operations, the organizational structure, and the performance of telephone lines. These reports help you determine staffing requirements based on call volume, compare department performance, and analyze call data for telephone lines. This allows you to evaluate the use of existing resources and improve operational planning processes.

  • To access this report category, follow Reports > Management Reports > Resource & Infrastructure in the left-hand menu.
  • This category includes the Workforce Management (WFM), Organization, and Trunk & System reports.

1. Workforce Management (WFM)

The Workforce Management (WFM) report allows you to analyze the number of agents required based on call volume. You can plan your workforce by reviewing staffing forecasts for upcoming periods.

  • To access this report, follow Reports > Management Reports > Resource & Infrastructure > Workforce Management (WFM).
  • You can select the period you want to review from the Date field at the top of the screen.

The report includes the following information:

  • Staffing Shortage Alert: An alert indicating that the target service level has not been achieved or that call volume exceeds staffing capacity.
  • Time Interval: The analysis interval used to calculate staffing requirements.
  • Target SLA: The target service level percentage for answering calls within the specified time.
  • Peak Required Agents: The number of agents required during the time interval with the highest call volume.
  • Average Required Agents: The average number of agents required throughout the period under review.
  • Planned Staffing: The number of existing agents included in the staffing plan.
  • Open Intervals: Information about time intervals when the current staffing capacity is insufficient to meet the calculated demand.

Staffing Curve (Required Agents)

This section allows you to view a graph showing how the number of agents required changes over time based on call volume.

Call Volume & Agent Trend

This section allows you to compare changes in call volume and the number of agents over the selected period.

Forecast & Recommendations for Upcoming Periods

This section allows you to review forecasts and staffing recommendations for upcoming periods based on historical call data and staffing capacity.

Time Interval Details (30-Minute Intervals)

This section allows you to review call volume, average handling times, and the number of agents required in 30-minute intervals.

The table includes the following information:

  • Time Interval: The date and time range used to evaluate call data.
  • Inbound Calls: The total number of inbound calls during the relevant time interval.
  • Average Handling Time (AHT): The average handling time of calls during the relevant time interval.
  • Required Agents: The number of agents needed to handle the call volume.
  • Active Agents: The number of agents working during the relevant time interval.
  • Expected SLA with This Staffing Level: The service level percentage expected to be achieved with the current staffing capacity.

You can filter records using the Search field above the table and export report data.

2. Organization

The Organization report allows you to examine your organization's structure and the call performance of its departments. You can use this report to review the organizational hierarchy and track how call volume is distributed across departments. This allows you to compare departmental call performance and evaluate staff allocation.

  • To access this report, follow Reports > Management Reports > Resource & Infrastructure > Organization.

The report includes the following information:

Organization Tree

This section allows you to examine your organization's structure and the hierarchical relationships between organizational units.

Volume Treemap

This section provides a visual representation of how call volume is distributed across organizational units.

Department Performance

This section allows you to compare the number of calls, service levels, and agent counts across departments.

The table includes the following information:

  • Department: The name of the department whose call performance is being evaluated.
  • Total Calls: The total number of calls associated with the relevant department.
  • Answered: The number of calls answered by the relevant department.
  • Abandoned: The number of calls terminated by the caller before being answered in the relevant department.
  • SLA: The percentage of calls handled by the relevant department that meet the defined service level target.
  • Agents: The number of agents in the relevant department.

You can find specific departments using the Search field in the Department Performance section and export report data.

3. Trunk & System

The Trunk & System report allows you to examine call traffic and communication performance for telephone lines (trunks). You can track inbound and outbound call volumes, answer rates, call durations, and technical errors through this report. This allows you to evaluate telephone line usage and identify issues affecting communication processes.

  • To access this report, follow Reports > Management Reports > Resource & Infrastructure > Trunk & System.
  • You can select the period you want to review from the Date field at the top of the screen.

The report includes the following information:

  • Total Calls: The total number of calls made through telephone lines during the selected period.
  • Inbound / Outbound: The numerical distribution of inbound and outbound calls.
  • Answer Rate: The percentage of total calls that were answered.
  • Average Talk Time: The average talk time of answered calls.
  • Average Hold Time: The average time calls were placed on hold.
  • Service Level (SLA): The percentage of calls answered in accordance with the defined service level target.
  • Technical Errors: The number of technical errors detected during call processes.

Trunk-Based Call Details

This section allows you to examine call volumes, answer statuses, call durations, and hold information for telephone lines. You can compare line usage and call performance in this section.

  • You can review the combined call data for all lines in the Total row at the bottom of the table.