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Agent Group Reports

Agent Group Summary and Detail Reports

Client Recording/Manifest

The Client Recording detail report (account, campaign and sub-campaign) provides detailed information on every call recording. Clients may use this report as a tool to search for specific agent recordings, for calls that are coded with specific disposition codes, or to search recordings by date ranges. Also provided in this report is a URL that can be used to access or play back recordings via a web browser.

This report is identical to the Client Recording Manifest Detail report but also includes a zipped file that contains all of the individual .WAV files for an account, campaign, sub-campaign, or skill group, depending on the level from which the report was generated.

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Agent Disposition Code

The Agent Disposition Code summary report is applicable only for campaigns where Agent Voice Portal is employed.

The Agent Disposition Code summary report provides an aggregated count of disposition codes selected by the agents using Agent Voice Portal at the end of each call.

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Agent Performance

The Agent Performance summary report provides aggregated statistics as to the performance of individual agents in an agent group over a specified period of time. Reported in increments of 15 minutes, measurements include call statistics such as number of calls handled, talk time and time spent in after call work.

The report is run for a specific agent group, with each agent's statistics listed separately, allowing you to determine an individual agent's performance. In addition, the report provides totals to evaluate the effectiveness of the agent group as a whole.

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Agent Utilization

The Agent Utilization summary report provides the activities of an agent group over time.

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Agent Detail Reports

Abandon Call

The Abandon Call detail report is used for voice campaigns only.

This report provides detail information about abandoned calls, which are defined as calls that are answered by a live party but not bridged with an agent.

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Agent Availability

The Agent Availability detail report is used for voice campaigns only.

This report provides detail-level information about the number of agents available to receive calls on a per-minute basis. The data is relevant in viewing and evaluating the effects of call pacing.

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Agent Detail report

The Agent Detail report is used for voice campaigns only.

This report provides key indicators as to the performance of individual agents in a skill group over a specified period of time. Measurements include average talk time, utilization percentage, and average idle time. The report is run for a specific skill group, with each agent's statistics listed separately, allowing you to determine each agent's performance.

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Agent States Detail report

The Agent States Detail report is used for voice campaigns only.

This report provides detail information about each change in an agent's state.

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Agent Monitor Coach Barge

The Agent Monitor Coach Barge detail report is used to track the actions of supervisors of Portal Agents using the monitor, coach and barge features of the system.

This report provides information regarding the agent being supervised, plus the time and duration of the action taken by the Account Manager.

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Scheduled Follow-up

The Scheduled Follow-up detail report allows clients to track the progress of follow-up calls made by their agents. The requesting and actual agents, client called and disposition of follow-up calls are examples of some of the data stored in this report.

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Session Transfer

The Session Transfer detail report allows clients to track the progress of calls transferred by their agents. The type of transfer, the originating and target agents, and call durations are examples of some of the data stored in this report.

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Agent Action

The Agent Action Detail report provides a log of various actions taken by voice and text agents in the enterprise or account.

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Agent List

The Agent List detail report provides a listing of all voice and text agents in the enterprise or account, along with each agent's permission settings as of the time the report is run.

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Standard Agent Group

The Standard Agent Group summary report provides basic metrics for a standard agent group in order to track skill group performance.>

If a single agent group has multiple phone numbers, the report is divided into sections, with one section per phone number. The report presents a summary of the agent group's performance for each sub-campaign, identifying the number of successful and failed Direct Connect attempts, in addition to the average ring, whisper, and talk seconds.

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Text Agent

The Text Agent Summary report is used for text campaigns only.

This report provides key indicators as to the performance of individual text agents over a specified period of time. The report is run for a specific agent group, with each agent's statistics listed separately, allowing you to determine each agent's performance and possible need for additional training.

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This page was last modified on February 27, 2018, at 04:47.