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1202 - WG Calls and Direct Call Activity Summary Report
Description:
reporting period.
Report Options
1. Select a workgroup to display agents assigned to that workgroup.
2. Select single, multiple, or All agents.
3. Choose how you want the data summarized (by day, week, or month).
4. Specify a time range for the report.
5. Narrow the report to specific days of the week and a span of time (optional).
6. Select a group-by option.
7. Specify whether to include empty records.
8. Click Run Report to run the report.
9. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 4. This report is grouped by agent. It subtotals each agent's call activity, then gives
a grand total for all agents.
Report Fields
Start Date—Start date for the report
•
•
Agent—Agent's extension number
•
Total Calls—Total calls the agent was connected to in the specified time period
•
Total Talk—Total talk time on all that agent's calls
Avg Talk—Average talk time per call (Total Talk/Total Calls)
•
Displays a summary of an agent's workgroup and direct calls for the
Chapter 3: The Reports
AltiReport Manual 31
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