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
	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