Thanks to that report you will be able to see the effectiveness of your agents showed day by day along with the total effectiveness for chosen period of time. The effectiveness is counted by the sum of successes divided by the total work time. The efficiency of an agent is counted as the number of successes in relation to the number of hours worked, detailing each day and a summary for all days for which it was generated. In other words, efficiency report shows the ratio of successes made by agent to the time he spent on calling. The number of columns and the content of the report depends on how much time interval is concerned.
In this report, similarly to the other reports, you may wonder what is meant by the name of several columns.
‘Hours' column shows you total time since an agent logged into the call panel until the time he left it (for example logged out), calculated for a specific period of time. It contains the time of the conversations, but also the pauses time and total time spend in the call panel.
'Output' is the number of completed and saved forms (success) by an agent during the specific day and in selected period of time.
'Output Success/Hour' means the number of completed and saved forms (success) divided by the number of worked hours in a specific period of time, rounded to two decimal places.