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Agents-based Report Templates

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

Agent by Agent

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

Agent by Date, Agent

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

Agents Ungrouped

This report provides data on agent-contact interactions.

Campaign Data Ungrouped

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

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

Fields included in each report:

Legend

Symbol

Description

(green star)

The field is included in the report by default

(star)

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

 

The field is available as a filter to the 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

(star)

 

 

 

 

 

Activity ID

 

 

 

 

 

 

Agent

(green star)

(green star)

(green star)

(green star)

(green star)

(green star)

Agent ID

 

 

 

 

 

(green star)

Call Direction

(green star)

 

 

 

 

 

Call Outcome

 

 

 

 

 

(green star)

Call Time

(green star)

(green star)

(green star)

 

 

(green star)

Call Type

(green star)

 

 

 

 

 

Campaign

(green star)

 

 

 

 

(green star)

Campaign ID

 

 

 

 

 

(green star)

Chat Time

 

 

 

 

 

(green star)

Completes

(green star)

(green star)

(green star)

(green star)

(green star)

 

Contacts

(green star)

(green star)

(green star)

(green star)

(green star)

 

Dial Time

(green star)

(green star)

(green star)

 

 

(green star)

DNIS/Dialled Number

(green star)

 

 

 

 

 

Email Time

(green star)

(green star)

(green star)

 

 

 

Extension

 

 

(green star)

(green star)

(green star)

 

First Log In

 

(green star)

(green star)

 

 

 

Hold Time

(green star)

(green star)

(green star)

 

 

(green star)

Inbound

 

(green star)

(green star)

(green star)

(green star)

 

Interaction ID

(star)

 

 

 

 

(green star)

Last Log Out

 

(green star)

(green star)

 

 

 

Lead ID

 

 

 

 

 

(green star)

List

 

 

 

 

 

(green star)

List ID

 

 

 

 

 

(green star)

List Size

 

 

 

 

 

(green star)

Manual

 

(green star)

(green star)

(green star)

(green star)

 

Manual Preview Time

(green star)

(green star)

(green star)

 

 

(green star)

Outbound

 

(green star)

(green star)

(green star)

(green star)

 

Pause Time

(green star)

(green star)

(green star)

 

 

(green star)

Preview Time

(green star)

(green star)

(green star)

 

 

(green star)

Sales

(green star)

(green star)

(green star)

(green star)

(green star)

 

Start Date

(green star)

(green star)

 

 

 

(green star)

Start Hour

 

 

 

 

 

(green star)

Talk Time

(green star)

(green star)

(green star)

 

 

(green star)

Total Logged In Time

 

(green star)

(green star)

 

 

 

Total Time

(green star)

(green star)

(green star)

 

 

(green star)

Total Wrap Codes

 

 

 

 

(green star)

 

Transferred Inbound

 

(green star)

(green star)

(green star)

(green star)

 

Transferred Outbound

 

(green star)

(green star)

(green star)

(green star)

 

Wrap Code ID

 

 

 

 

 

(green star)

Wait Time

(green star)

(green star)

(green star)

 

 

(green star)

Wrap Time

(green star)

(green star)

(green star)

 

 

(green star)

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