CompTIA ECTF Group

ECTF Work Areas: Reporting

The reporting work area is concerned with simplifying the collection and reporting of data within the call center environment through standardization.

The goals of this work area include developing the specifications needed to:

• allow independently developed reporting applications to manage transaction tracking from cradle to grave,
• define a common terminology for the statistical variables used in computer telephony systems;
• ensure consistent detail and granularity in data collection;
• define minimum data sets that shall be available from CT system components such as call center devices and applications;
• define a common call tracking method that will allow reporting on a call from its initiation to conclusion regardless of the number of steps in the call;
• eliminate multiple counting and accounting;
• define requirements for clock synchronization (consistent time stamping);
• define a standard database access method; and
• review and approve recommendations from formal standards bodies.

Specifications Published
The following specifications have been published in the administrative services work area:

• R.100 (Call Center Reporting)
  This interoperability agreement addresses the need for easily gathering, consolidating and reporting call center data. R.100 presents standardized techniques for gathering data in a consistent manner to allow interoperability between different systems within a call center. R.100 defines common terminology for elements within the call center environment, minimum data sets to be available, a common tracking method from call initiation to conclusion regardless of number of segments, a method to eliminate multiple counting, a method for clock synchronization, and data structures.