Professional Teledata added PInnacle Analytics reporting to its PInnacle system. Developed by their technical support department, along with close customer involvement, the reports address many areas, including monitoring key metrics such as payroll validation of agent hours, agent adherence, abandonment rate, average speed of answer, agent utilization, and over- or understaffing.
The reports can be viewed on-screen or exported as PDF or Excel files. PInnacle and PInnacle Freedom customers can download these reports from Professional Teledata’s online forum.
Pat Kalik, president of Professional Teledata, noted, “PInnacle Analytics is an important tool to develop an efficient agent schedule based on past performance.”