Overview

The Agents-based templates can be used to report on customer-agent interactions such as:

  • Which agent?

  • What time was spent in each phase (wait time, dial time, preview time, talk time, hold time, wrap time, email time)

  • What wrap codes were used?

  • How many contacts, sales, and completes?

  • How long was the agent logged into the toolbar?

The templates, which include both detailed and summary report types for inbound or outbound voice campaigns or both, are:

Report Name

Report Description

Agents Ungrouped

This report provides data on agent-contact interactions.

Agent by Date, Agent

This report provides summarised data on agent-contact interactions grouped by date and then by agent

Agent by Agent

This report provides data on an active agent’s activities grouped by agent.

Wrap Code by Agent

This report provides summarised data on the different ways an interaction is summarized grouped by agent

Wrap Code by Campaign

This report provides summarised data on the different ways an interaction is summarized grouped by campaign

Campaign Data Ungrouped

This is a detailed report showing each agent interaction on one row.

Fields included in each report

Field

Agents Ungrouped

Agent By Date, Agent

Agent By Agent

Wrap Code by Agent

Wrap Code by Campaign

Campaign Data Ungrouped

Active Agents No

 

 

 

 

 

Activity ID

 

 

 

 

 

 

Agent

Agent ID

 

 

 

 

 

Call Direction

 

 

 

 

 

Call Outcome

 

 

 

 

 

Call Time

 

 

Call Type

 

 

 

 

 

Campaign

 

 

 

 

Campaign ID

 

 

 

 

 

Chat Time

 

 

 

 

 

Completes

 

Contacts

 

Dial Time

 

 

DNIS/Dialled Number

 

 

 

 

 

Email Time

 

 

 

Extension

 

 

 

First Log In

 

 

 

 

Hold Time

 

 

Inbound

 

 

Interaction ID

 

 

 

 

Last Log Out

 

 

 

 

Lead ID

 

 

 

 

 

List

 

 

 

 

 

List ID

 

 

 

 

 

List Size

 

 

 

 

 

Manual

 

 

Manual Preview Time

 

 

Outbound

 

 

Pause Time

 

 

Preview Time

 

 

Sales

 

Start Date

 

 

 

Start Hour

 

 

 

 

 

Talk Time

 

 

Total Logged In Time

 

 

 

 

Total Time

 

 

Total Wrap Codes

 

 

 

 

 

Transferred Inbound

 

 

Transferred Outbound

 

 

Wrap Code ID

 

 

 

 

 

Wait Time

 

 

Wrap Time

 

 

Legend

Symbol

Description

The field is included in the report by default

The field is not included in the report by default but may be added

 

The field is available as a filter to the report