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1302 - Agent Average WG Call Handling Time Analysis
Description:
and outbound calls. Displays results in both table and graph formats.
Report Options
1. Select the agent and the agent's workgroup(s).
2. Choose if you want the data reported by hour of day or by day of week.
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. Click Run Report to run the report.
6. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 10. This report displays average workgroup call handling time in table and graph
formats for agent extension 196.
Report Fields
[Report Interval] (Hour of day or Day of week)—Displays the report interval, as
•
specified in the report parameters
Average Workgroup Call Handling Time (In & Out)—Adds total of inbound
•
workgroup talk, hold, and wrap-up times and outbound workgroup connected, hold,
and wrap-up times, and divides by the total number of calls (workgroup inbound
answered calls plus workgroup outbound connected calls).
Reports an agent's average workgroup call handling time for inbound
Chapter 3: The Reports
AltiReport Manual 43
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