Data provided by this report can help you with monitoring your agents’ activity. You can use it to see the amount of inbound and outbound calls (with number of answered calls for both), number of closed contacts, number of successes, success rate (compared to all answered calls), successes per hour, talk time summary, average talk time, talk time rate (compared to overall work time), pause time summary, and voice drop time summary.
- User: User for whom values in the line are counted. Value “TOTAL” means that all available agents are taken to consideration for this line.
- Project: Project for which values in the line are counted. Value “All projects” means that all available projects are taken to consideration for this line
- Work time: Total work time for given User
- Calls: All call events for given User
- Outbound calls: All outbound calls for given User
- Answered outbound calls: All answered outbound calls for given User
- Inbound calls: All inbound calls for given User
- Answered inbound calls: All answered inbound calls for given User
- Closed Contacts: All closed contacts for given User
- Successes: All successes for given User
- Success rate: Percent of all successes compared to all answered calls for given User
- Successes per hour: Number of successes per work hour for given User
- Summary talk time: Total time spent while connected to the client for given User
- Average talk time: Average time of connected calls for given User
- Talk time rate: Percent of talk time compared to total work time for given User
- Pause time: Total time on pause for given User
Voice drop time: Total time of voice drops left for given User
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