Reporting

Knoah provides its clients with a number of reports including:

	Incoming Volume
	Agent Volume
	Queue Productivity (turnaround)
	Abandonment
	Volume Patterns (by the hour/ day and by agent)
	Top Issues Observed in the center
	Traffic patterns vs. Staffing Pattern

For Voice Transactions, Knoah provides ACD reporting, which includes:

	Volume reports: Offered, Answered, Abandoned, AHT, ABD %, Service Level and ASA.
	Agent reports: Calls Answered, AHT, Hold Time and other individual agent metrics.

Knoah's proprietary system, KnoahsARK™, provides a number of operational measurements by capturing and monitoring, and providing feedback to our agents servicing customer support requests. Knoah utilizes a dedicated reporting team that data mines all available reports for trending analysis in all operational areas. Some of these operational reports include:

	Quality Assurance - measured and reported in daily, weekly, and monthly increments
	Forecast Accuracy
	Volume Trends
	Handle and/or Processing Time

Knoah will make the above reporting available on a daily, weekly, and monthly basis as part of our standard reports package. We will also provide ad-hoc reports as necessary. During implementation, reporting needs and timing will be determined in detail. Information that we collect locally on quality or other productivity metrics is made available to clients via direct, secure access to Knoah's reporting servers, or via regular email of files.