Edit Report Contents - Toshiba Strata CTX Insight CTX Supervizor's Manual

Edit Report Contents

1. From the Reporter toolbar, click Report Templates.
2. From Report Templates, select the template from the drop-down menu and
click Change.
3. Select the Report Item you wish to change
and click Edit Item. The Configure Report
screen displays (sample shown at right).
4. From the Configure Report dialog box:
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5. Click OK, then go to
...or click Filter (optional), and refer to
Insight CTX Supervisor Guide 04/03
Select the Agent Group from the pull-
down list
Select Agent Number, Name or Both
Select any of Total: Calls, Time,
Usage
Select Calls: Answered, Transferred,
RNA, Intercom, Outgoing
Select Performance: Calls,
Availability, Call Rate
You can set Call Rate (in the Performance section) to display twice:
once for the Total Call Rate, once for the Average Call Rate.
The Call Rate is the number of calls taken/made per hour by an agent.
However, the time that the agent is logged on is taken into account to
give a more accurate figure. The Call Rate is then worked out by
dividing the number of calls by the time logged on.
Call Rate = Total Number of Calls
Time Logged On
Display Total Times
Exclude Unused Agents
Include Talk Time
Filter Report Contents (optional)
"Print Report" on page
Reports
Edit Report Contents
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