How to Build a Call Center QA Scorecard for Outbound Sales Agents
A QA scorecard should tell an agent what a good call sounds like. If the form has 47 questions, vague wording, and different interpretations depending on who listens,…
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Reporting & Dashboards
Practical guides and field notes filed under Reporting & Dashboards.
Reporting & Dashboards articles
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4 articles
What Is After-Call Work (ACW)? Wrap-Up Time, Talk Time and AHT Explained
The customer hangs up, but the agent is not ready for the next call yet. They may still need to select a disposition, write notes, update the CRM,…
What Are Call Disposition Codes? How to Set Them Up for Reporting, Callbacks and Lead Recycling
A disposition list usually becomes messy slowly. Someone adds “Not Interested.” Another manager adds “NI.” A third person creates “No Int.” Agents use “Callback” for both a scheduled…
How to Build Sales Reports from Call Center Data
Turn raw call center exports into clean, shareable sales reports with totals, summaries, and breakdowns that management can actually use.