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1205 - Agent WG Outbound Calls Summary Report
Description:
opposed to direct outbound calls) for the reporting period.
Report Options
1. Select an agent and one or more workgroups that agent is assigned to.
2. Choose how you want the data summarized (by day, week, or month).
3. Specify a time range for the report.
4. Narrow the report to specific days of the week and a span of time (optional).
5. Select a group-by option.
6. Specify whether to include empty records.
7. Click Run Report to run the report.
8. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 7. This report was sorted by week, and includes subtotals for each week and a grand
total for the reporting period.
Report Fields
Start Date—Start date for the report
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WG—The workgroup's number
•
•
Connected—Displays connection statistics:
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Calls—Total calls connected
Talk—Total talk time on all calls
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•
Avg—Average talk time per call (Talk/Calls)
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Hold—Displays statistics for calls put on hold:
Calls—Number of calls put on hold
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Total—Total time all those calls spent on hold
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Reports summary statistics for an agent's outbound workgroup calls (as
Chapter 3: The Reports
AltiReport Manual 37
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