For simple productivity analysis, you have a number of reports available to you. If you’re capturing the caller’s DNIS and maintaining a database of dialed numbers (i.e. target customers), that would be ideal. It opens your org up to greater depth of analysis with the reports on agent productivity.

Calls completed by Agent, ACD Status time by Agent, Un-returned abandoned calls are a few of the reports that may be worthwhile for you. As always, the filters need to be setup correctly to get the correct data pull. The data can be exported to another software package for further analysis whether that’s a simple data analysis tool or a more robust workforce optimization software package.

I hope this is helpful to you.