ACD Reporting and Analytics

ACD (Automated Call Distribution) Reporting and Analytics refer to tools that track and analyze how incoming calls are managed within a contact center. They provide insights into metrics like call volume, wait times, agent performance, and call durations. This information helps managers understand operation efficiency, identify bottlenecks, and improve customer service. Essentially, it transforms raw call data into meaningful reports, enabling informed decisions to optimize staffing, workflows, and overall customer experience.