Now that you’ve gone through and completed your Reports Inventory, it’s time to start looking at where the report data comes from. This will be an exercise in evaluating just how spread-out your data really is.Next to each report, list out where the source data resides. This is most likely your ACD, Quality Monitoring/Recording System, Workforce Management Application, Human Resources Database, and a customer service/sales database of some type.
You may even have more than one source of each type. For example, you may have more than one ACD, and from different vendors; notate each source separately.
The last step is to add a wishlist at the bottom. There may be sources of information out there that you are not currently pulling from, but wish to; talley these up as well.
Depending on the size of your operation and breadth of your reporting, the final count may vary between 4 and 14. Feel free to post the count here, we’ll make it an informal survey.
-Chris
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