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1201 - Agent Performance Summary
Description:
period
. It includes data from all workgroups an agent belongs to.
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 3. This report was run on agent extension 329 for a 2-week time period, Wed. - Fri.,
from 7 a.m. to 12 noon. "Day" was chosen as the summary interval. The agent took
no calls on May 18, and, as specified in the query form, this empty record is
included.
Report Fields
•
Start Date—Start date of the reporting time period
•
Agent—Agent's extension number
•
All WGs and Direct Calls (Inbound and Outbound)—Displays the number of
calls handled by an agent, the total time the agent spent on all calls, and the average
time spent per call in each of three categories: Answered, Hold, Wrap-up
•
Answered—Calls the agent was connected to
Hold—Calls the agent put on hold
•
•
Wrap-Up—Calls requiring time for wrap-up activities
•
Total Performing Time—The total amount of time the agent spent in the above
activities in the specified time period
•
Non-Call Activities—Displays the total of RNA calls (agent was rung but did not
answer) for this agent and summarizes the time the agent spent in other activities
while logged in:
Displays a summary of an agent's performance
Chapter 3: The Reports
for the reporting
AltiReport Manual 29
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