The Agents-based templates can be used to report on customer-agent interactions such as:
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:
This report provides data on an active agent’s activities grouped by agent.
This report provides summarised data on agent-contact interactions grouped by date and then by agent
This report provides data on agent-contact interactions.
This is a detailed report showing each agent interaction on one row.
This report provides summarised data on the different ways an interaction is summarized grouped by agent
This report provides summarised data on the different ways an interaction is summarized grouped by campaign
Fields included in each report:
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
Agent By Date, Agent
Agent By Agent
Wrap Code by Agent
Wrap Code by Campaign
Campaign Data Ungrouped
Active Agents No
First Log In
Last Log Out
Manual Preview Time
Total Logged In Time
Total Wrap Codes
Wrap Code ID