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 |
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:
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 |
Field | Agents Ungrouped | Agent By Date, Agent | Agent By Agent | Wrap Code by Agent | Wrap Code by Campaign | Campaign Data Ungrouped |
Active Agents No |
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Activity ID |
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Agent |
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Agent ID |
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Call Direction |
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Call Outcome |
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Call Time |
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Call Type |
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Campaign |
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Campaign ID |
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Chat Time |
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Completes |
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Contacts |
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Dial Time |
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DNIS/Dialled Number |
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Email Time |
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Extension |
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First Log In |
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Hold Time |
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Inbound |
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Interaction ID |
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Last Log Out |
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Lead ID |
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List |
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List ID |
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List Size |
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Manual |
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Manual Preview Time |
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Outbound |
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Pause Time |
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Preview Time |
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Sales |
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Start Date |
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Start Hour |
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Talk Time |
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Total Logged In Time |
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Total Time |
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Total Wrap Codes |
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Transferred Inbound |
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Transferred Outbound |
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Wrap Code ID |
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Wait Time |
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Wrap Time |
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