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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| Field Name
|
Description
|
| SuperEnterprise
|
SuperEnterprise associated with the call being transferred (if applicable)
|
| SuperEnterpriseID
|
Numeric SuperEnterprise ID (if applicable)
|
| Enterprise
|
Enterprise associated with the call being transferred
|
| EnterpriseID
|
Numeric Enterprise ID
|
| Account
|
Account associated with the call being transferred
|
| AccountID
|
Numeric Account ID
|
| Campaign
|
Campaign associated with the call being transferred
|
| SubCampaign
|
SubCampaign associated with the call being transferred
|
| PassID
|
Numeric pass value
|
| PassType
|
Type of pass (Voice, Dialer, Text, Email)
|
| SkillGroup
|
Skill Group associated with this recording
|
| SessionStartTime
|
Call start time (GMT)
|
| SessionSeconds
|
Duration of call (seconds)
|
| RecordingStartTime
|
Recording start time (GMT)
|
| RecordingSeconds
|
Duration of recording (seconds)
|
| RecordingType
|
Type of recording (Agent, Diagnostic, Script)
|
| AgentID
|
Unique identifier of Agent (maybe null if no agent)
|
| AgentDevice
|
Device used to outreach to Agent
|
| DCAttemptNumber
|
Direct Connect Attempt # (typically one, unless multiple DCs)
|
| ClientID
|
Unique identifier of client
|
| FirstName
|
First Name of client
|
| LastName
|
Last Name of client
|
| Device
|
Device used to outreach to client (outbound), ANI (inbound)
|
| CompletionStatus
|
Result of call (busy, no answer, DCSuccess, etc). Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
|
| DispositionCategory
|
Group name by which specific disposition codes are assigned
|
| DispositionCode
|
Custom result code tagged to the end of a call through Agent Voice Portal
|
| DispositionValue
|
Monetary value associated with a particular disposition code (for example Promise)
|
| RecordingID
|
Genesys unique identifier for this recording
|
| RecordingState
|
Current state of the recording (for example Present, Deleted, Expired, …)
|
| MediaURI
|
Associated URI for the media associated with this recording. Either https: for remote or file: for local.
|
| FileName
|
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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The report is produced in XLS format.
The heading includes:
- The name of the enterprise.
- The name of the skill group.
- The time-frame of the report.
- The time the report was run.
The report includes the following fields:
| Field Name
|
Description
|
| Agent ID
|
The agent's user id.
|
| First Name
|
The agent's first name.
|
| Last Name
|
The agent's last name.
|
| Call Summary Statistics
|
Answered Calls
- Codes Count - The number of calls for which a disposition code was selected.
- Non-Codes Count - The number of calls for which no disposition code was selected.
|
| Disposition Categories
|
DispCode
- PromiseToPayAmount Count - The number of calls for which a Promise to Pay disposition code was selected.
- PromiseToPayAmount Value - The dollar value associated with the Promise to Pay disposition codes.
WrongParty
- DispCode Count - The number of calls for which a Wrong Party disposition code was selected.
|
| Totals row
|
Presents the totals from the columns above.
|
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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The report heading includes:
- The name of the enterprise.
- The name of the agent group.
- The date range of the report.
- The time the report was run.
The report itself consists of five sections, as follows:
Section 1 - Agent Information.
Section 2 - Utilization
Section 3 - Average Duration in each state
Section 4 - Total Duration in each state
Section 5 - Percentage of time in each state
| Section
|
Field Name
|
Description
|
| Agent Information
|
Agent ID
|
The agent’s unique ID.
|
| First Name
|
The agent’s first name.
|
| Last Name
|
The agent’s last name.
|
| Utilization
|
Calls Handled
|
The number of calls handled by the agent.
|
| Live Parties
|
The number of live parties reached.
|
| Utilization %
|
The percentage of time that the agent was handling calls as compared to the total time assigned to the sub-campaign.
|
| Calls per Hour
|
The number of calls made per hour.
|
Agent Utilization
The Agent Utilization summary report provides the activities of an agent group over time.
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The report is produced in PDF format.
The heading includes:
- The name of the enterprise.
- The name of the skill group.
- The time-frame of the report.
- The time the report was run.
The Executive Summary includes the following fields:
| Field Name
|
Description
|
| Agent Utilization Target:
|
The Agent Utilization Target percentage is the number of available agent minutes, as assigned by the client, divided by the number of minutes the agents are actually involved in conversations.
|
| Agent Utilization Adjusted:
|
The Agent Utilization Adjusted percentage represents the number of available agent minutes, as adjusted by the system based on need, divided by the number of minutes the agents are actually involved in conversations.
|
| Total Attempts:
|
The total number of outbound messages.
|
| Cost per Successful DC:
|
<reserved>
|
| DC Success:
|
The number of times a successful connection to the contact center occurred, shown as a percentage of all DC attempts.
|
| Client Hangup on Hold:
|
The number of times the recipient hung up the phone before the contact center picked up the call, shown as a percentage of all DC attempts.
|
| Call Center Hangup on Hold:
|
The number of times the contact center hung up on the recipient without taking the recipient off hold, shown as a percentage of all DC attempts. This status occurs only if you are using the Whisper feature.
|
| Other DC Failures:
|
The number of DC failures other than those occurring because the client or the contact center hung up during the hold period, shown as a percentage of all DC attempts.
|
| Avg Talk:
|
The average amount of time a client was speaking with an agent.
|
| Avg Hold:
|
The average amount of time a client was in the hold queue prior to being connected to an agent.
|
| Agent Utilization page
|
Shows the number of agents requested against a graph of actual agents used.
|
| Contacts Available page
|
Shows the number of contacts available for dispatching over time.
|
| Avg. Intensity page
|
Shows adjustments to intensity over time.
|
| DC Results page
|
Shows Direct Connect count over time.
|
| DC Durations page
|
Shows average duration for Direct Connects that occurred each minute over time.
|
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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The report is produced in CSV format.
The Abandon Call detail report includes the following fields:
| Field Name
|
Description
|
| SuperEnterprise
|
The name of the agent’s SuperEnterprise
|
| SuperEnterpriseID
|
The ID of the agent’s SuperEnterprise.
|
| Enterprise
|
The name of the agent’s Enterprise.
|
| EnterpriseID
|
The ID of agent’s Enterprise.
|
| Account
|
The name of the agent’s Account.
|
| AccountID
|
The ID of the agent’s Account.
|
| Campaign
|
Identifies the campaign the agent group is assigned to.
|
| SubCampaign
|
Identifies the sub-campaign with which the data is associated.
|
| PassID
|
The ID of the pass: 1, 2, 3, or 4.
|
| PassType
|
The type of pass: Voice, Dialer, Preview or Manual.
|
| AgentGroup
|
The name of the agent group (skill group).
|
| AgentID
|
The agent's external ID.
|
| ClientID
|
The Client ID of the attempted record.
|
| Device
|
The device attempted.
|
| Status
|
The Completion Status assigned to the call. Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
|
| StartTime
|
The date and time at which the call was attempted, in the following format: 05/23/11 15:51:04 GMT.
|
| DurationTime
|
The duration, in seconds, from the start time to the answer, in the following format: 15.00.
|
| BridgeTime
|
The duration, in seconds, from the answer to the bridge, in the following format: 1.30.
|
| HoldTime
|
The duration, in seconds, of the hold time, in the following format: 0.00.
|
| WhisperTime
|
The duration, in seconds, of the whisper, in the following format: 1.00.
|
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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The report is produced in CSV format.
The Agent Availability Detail report includes the following fields:
| Field Name
|
Description
|
| SuperEnterprise
|
The name of the agent’s SuperEnterprise
|
| SuperEnterpriseID
|
The ID of the agent’s SuperEnterprise.
|
| Enterprise
|
The name of the agent’s Enterprise.
|
| EnterpriseID
|
The ID of agent’s Enterprise.
|
| Account
|
The name of the agent’s Account.
|
| AccountID
|
The ID of the agent’s Account.
|
| Campaign
|
Identifies the campaign the agent group is assigned to.
|
| SubCampaign
|
Identifies the sub-campaign with which the data is associated.
|
| PassID
|
The ID of the pass: 1, 2, 3, or 4.
|
| PassType
|
The type of pass: Voice, Dialer, Preview or Manual.
|
| AgentGroup
|
The name of the agent group (skill group).
|
| Time
|
The date and time at which the data was captured, in the following format: 01-SEP-11 06.04.41.798000000 PM.
|
| TotalAgents
|
The total number of agents available for pacing. The count in this column will equal the sum of AvailableAgents and BusyAgents plus those agents in a Break state.
|
| AvailableAgents
|
The number of agents in an Available state.
|
| BusyAgents
|
The number of agents in a Talking or ACW state.
|
| CallsOnHold
|
The number of calls in the hold queue.
|
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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The report is produced in CSV format.
The Agent Detail report includes the following fields:
| Field Name
|
Description
|
| SkillGroup
|
The name of the skill group.
|
| Agent ID
|
The agent’s unique ID.
|
| FirstName
|
The agent’s first name.
|
| LastName
|
The agent’s last name.
|
| Campaign
|
Identifies the campaign the skill group is assigned to.
|
| SubCampaign
|
Identifies the sub-campaign with which the data is associated.
|
| CallPass
|
Identifies the call pass with which the data is associated.
|
| Script
|
The name of the script used in the call pass.
|
| ClientID
|
The Client ID with whom the agent was speaking.
|
| StartTime
|
The date and time at which the call began.
|
| RingSecs
|
The time, in seconds, before the call was answered.
|
| WhisperSecs
|
The whisper time, in seconds.
|
| TalkSecs
|
The time, in seconds, that the agent spent talking during each successful Direct Connect. The total represents DC seconds only, not whisper.
|
| ACWSecs
|
The time, in seconds, that the agent spent in an ACW state for each successful Direct Connect. ACW, or After Contact Work, is time the agent spent off the phone when a call is available in the messaging system hold queue. Unless using Agent Voice Portal, the ACW generally takes a couple of seconds.
|
| PreviewSecs
|
The time, in seconds, that the agent spent reviewing client information on the screen prior to launching the call.
|
| LaunchSecs
|
The time, in seconds, that the agent spent in a launch state.
|
| DCStatus
|
The Direct Connect status code associated with the call.
|
| DispositionCategory
|
The category, or grouping, of Disposition Codes as defined by the client.
|
| DispositionCode
|
The disposition code selected at the end of the call.
|
| DispositionValue
|
The dollar value associated with the disposition code selected at the end of the call.
|
| Tag Name
|
The name of the skill of the agent or agent group. There are three different scenarios:(1)No tags exist for agent or agent group, in which case both fields will be empty. (2)If the agent is acquired based on agent’s skills, then the field will contain the first skill of the agent. (3)If the agent is acquired based on agent group’s skills, then the field will contain the first skill of the agent group.
|
| Tag Type
|
The type - either Agent or Agent Group.
|
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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The report is produced in CSV format.
The Agent States Detail report includes the following fields:
| Field Name
|
Description
|
| SkillGroup
|
The name of the agent group (skill group).
|
| AgentID
|
The agent’s unique ID.
|
| Campaign
|
Identifies the campaign to which the skill group is assigned.
|
| SubCampaign
|
Identifies the sub-campaign with which the data is associated.
|
| CallPass
|
Identifies the call pass with which the data is associated.
|
| ClientID
|
The Client ID of the contact with whom the agent was speaking.
|
| Device
|
The Device of the contact with whom the agent was speaking.
|
| Status
|
The agent's state.
|
| StartTime
|
The date and time at which the call began.
|
| Duration
|
The time, in seconds, that the agent spent talking during each successful Direct Connect. The total represents DC seconds only, not whisper.
|
| Line State
|
The current line state.
|
| DCStatus
|
The Direct Connect status code associated with the call.
|
| CompletionStatus
|
The completion status code associated with the call. Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
|
| DispositionCategory
|
The category, or grouping, of Disposition Codes as defined by the client.
|
| DispositionCode
|
The disposition code selected at the end of the call.
|
| DispositionValue
|
The dollar value associated with the disposition code selected at the end of the call.
|
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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The report is produced in CSV format.
The Agent Monitor Coach and Barge detail report includes the following fields:
| Field Name
|
Description
|
| SuperEnterprise
|
The name of the agent’s SuperEnterprise
|
| SuperEnterpriseID
|
The ID of the agent’s SuperEnterprise.
|
| Enterprise
|
The name of the agent’s Enterprise.
|
| EnterpriseID
|
The ID of agent’s Enterprise.
|
| Account
|
The name of the agent’s Account.
|
| AccountID
|
The ID of the agent’s Account.
|
| SupervisorID
|
The ID of the supervisor.
|
| AgentID
|
The agent’s unique ID.
|
| Action
|
The action taken by the supervisor, whether Monitor, Coach or Barge.
|
| ActionCreateDate
|
The date and time that the action was taken by the supervisor, in the following format: 08/15/2011 20:44:22 GMT.
|
| DurationInSecs
|
The duration, in seconds, of the action taken by the supervisor.
|
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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| Field Name
|
Description
|
| SuperEnterprise
|
SuperEnterprise associated with the followup call (if applicable)
|
| SuperEnterpriseID
|
Numeric SuperEnterprise ID (if applicable)
|
| Enterprise
|
Enterprise associated with the followup call
|
| EnterpriseID
|
Numeric Enterprise ID
|
| Account
|
Account associated with the followup call
|
| AccountID
|
Numeric Account ID
|
| Campaign
|
Campaign associated with the followup call
|
| SubCampaign
|
SubCampaign associated with he followup call
|
| AgentGroup
|
The name of the agent group (skill group).
|
| Channel
|
The channel used for the followup call.
|
| CreatedDate
|
The date and time at which the followup call was created, in the following format: 10/8/13 15:51
|
| ScheduledStartDate
|
The date and time at which the followup call was scheduled to begin, in the following format: 10/8/13 16:15
|
| ActualStartDate
|
The date and time at which the followup call actually began, in the following format: 10/8/13 16:16
|
| RequestingAgent
|
The AgentID of the agent requesting a followup call.
|
| ActualAgent
|
The AgentID of the agent making the followup call.
|
| AgentFirstName
|
The first name of the agent making the followup call.
|
| AgentLastName
|
The last name of the agent making the followup call.
|
| ClientID
|
The Client ID of the attempted record.
|
| Device
|
The device attempted.
|
| FirstName
|
The first name of the client being contacted.
|
| LastName
|
The last name of the client being contacted.
|
| Status
|
The status of the followup call as of the time of the report.
|
| Status
|
The Completion Status assigned to the call. Refer to the Completion Statuses section of the Reports page for a list of all completion status codes and definitions.
|
| DispositionCategory
|
The Disposition Category of the followup call.
|
| DispositionCode
|
The Disposition Code assigned at the end of the followup call.
|
| DispositionValue
|
The Disposition Value assigned at the end of the followup call.
|
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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The fields below describe each of the columns provided in the report.
| Field Name
|
Description
|
| SuperEnterprise
|
SuperEnterprise associated with the call being transferred (if applicable)
|
| SuperEnterpriseID
|
Numeric SuperEnterprise ID (if applicable)
|
| Enterprise
|
Enterprise associated with the call being transferred
|
| EnterpriseID
|
Numeric Enterprise ID
|
| Account
|
Account associated call being transferred
|
| AccountID
|
Numeric Account ID
|
| Campaign
|
Campaign associated with call being transferred
|
| SubCampaign
|
SubCampaign associated with call being transferred
|
| PassID
|
Numeric pass value
|
| PassType
|
Type of pass (Voice, Dialer, Text, Email)
|
| SkillGroup
|
Skill Group (Agent Group) associated with this recording
|
| Transfer Type
|
Category of Transfer (Internal-Unsupervised, Internal-Supervised, External-Supervised)
|
| Original Agent
|
Internal Agent_ID (agent@email.com)
|
| Target
|
Either the name of the internal target agent or the phone number of the external target
|
| Target Agent
|
Internal Agent_ID (agent@email.com)
|
| Leg1 Duration
|
Number of seconds before transfer feature was invoked
|
| TransferStartTtime
|
The time at which the transfer feature was invoked
|
| TransferEndTime
|
The time at which Complete Transfer was selected
|
| TransferDuration
|
Total duration of transfer
|
| ConferenceDuration
|
Duration during which Original Agent, Target and Call Recipient all talk together
|
| Leg2 Duration
|
Number of seconds before transfer feature was invoked
|
| TransferResult
|
Result of Transfer – will include success and failure info including: ContactHungup, SourceAgentHungup, TargetAgentHungup, TargetBadNumber, TargetBusy, TargetNoAnswer, TargetNotConnected, UserInitiated, InternalError, ContactHungupOnHold, ContactExceededMaxHoldTime, Success
|
| ClientID
|
Unique identifier of consumer
|
| FirstName
|
First name of consumer
|
| LastName
|
Last name of consumer
|
| DispositionCategory
|
Group name by which specific disposition codes are assigned
|
| DispositionCode
|
Custom result code tagged to the end of a call through Agent Voice Portal
|
| DispositionValue
|
Monetary value associated with a particular disposition code
|
| DeviceAttempted
|
The telephone number that was called for the contact attempt
|
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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The report is produced in CSV format.
The Agent List Detail report includes the following fields:
| Field Name
|
Description
|
| externalId
|
The agent's external ID.
|
| FirstName
|
The agent’s first name.
|
| LastName
The agent’s last name.
|
| email
|
The agent's email address.
|
| defaultPhoneNumber
|
The agent's telephone number. This field is null for dial-in agents.
|
| SuperEnterprise
|
The name of the agent’s SuperEnterprise
|
| SuperEnterpriseID
|
The ID of the agent’s SuperEnterprise.
|
| Enterprise
|
The name of the agent’s Enterprise.
|
| EnterpriseID
|
The ID of agent’s Enterprise.
|
| Account
|
The name of the agent’s Account.
|
| AccountID
|
The ID of the agent’s Account.
|
| SkillGroup
|
The name of the skill group.
|
| AgentID
|
The agent’s unique ID.
|
| TextCapable
|
TextCapable indicates whether the agent is a text agent; 1 if yes, 0 if no.
|
| VoiceCapable
|
VoiceCapable indicates whether the agent is a voice agent; 1 if yes, 0 if no.
|
| Action
|
An action taken by an agent, from the following list:
- activated
- deactivated
- login
- logout
- passwordchange
- sendtextmessage
- archivetextmessage
- changeskillgroup
- changephonenumber
|
| ActionDatePasswordChangeDate
|
The date and time that the action was taken by the agent, in the following format: 08/15/2011 20:44:22 GMT
|
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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The report is produced in CSV format.
The Agent List detail report includes the following fields:
| Field Name
|
Description
|
| externalId
|
The agent's external ID.
|
| FirstName
|
The agent’s first name.
|
| LastName
|
The agent’s last name.
|
| email
|
The agent's email address.
|
| defaultPhoneNumber
|
The agent's telephone number. This field is null for dial-in agents.
|
| SuperEnterprise
|
The name of the agent’s SuperEnterprise
|
| SuperEnterpriseID
|
The ID of the agent’s SuperEnterprise.
|
| Enterprise
|
The name of the agent’s Enterprise.
|
| EnterpriseID
|
The ID of agent’s Enterprise.
|
| Account
|
The name of the agent’s Account.
|
| AccountID
|
The ID of the agent’s Account.
|
| SkillGroup
|
The name of the skill group.
|
| AgentID
|
The agent’s unique ID.
|
| TextCapable
|
TextCapable indicates whether the agent is a text agent; 1 if yes, 0 if no.
|
| VoiceCapable
|
VoiceCapable indicates whether the agent is a voice agent; 1 if yes, 0 if no.
|
| MessagePermissions
|
Indicates whether the agent has permission to send free-form texts; full or none
|
| DevicePermissions
|
Indicates whether the agent has permission to send texts to arbitrary phone numbers; full or none
|
| ConnectMethod
|
Method of connection for the agent, from the following options:
- DIAL-IN TOLL,
- DIAL-OUT TOLL,
- DIAL-OUT TOLL FREE, or
- none (for text agents)
|
| CreateDate
|
The date and time at which the agent was added to the system.
|
| PasswordChangeDate
|
The date and time of most recent password change, in the following format: 08/15/2011 20:44:22 GMT
|
| AgentTimezone
|
The agent's time zone.
|
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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Note that all of the averages presented (Avg.) are averages across the number of calls answered, not the total number of calls.
The report is produced in PDF format.
The heading includes:
- The name of the enterprise.
- The name of the agent group.
- The time-frame of the report.
- The time the report was run.
The Standard Agent Group summary report includes the following fields:
Sub-campaign
Identifies the sub-campaign with which the data is associated.
| Field Name
|
Description
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| Date
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Identifies the date on which the data was collected.
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| Campaign
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Identifies the campaign to which the agent group is assigned.
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| Successful DCs
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Total number of calls the agents handled that resulted in a successful Direct Connect.
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| Failed DCs
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Total number of calls that reached the messaging system hold queue, or whisper to an agent, that did not result in a successful Direct Connect (DC_SUCCESS) because the recipient hung up (usually DC_CLIENT_HANGUP_DURING_HOLD.) Most of these calls did not reach an agent. If there seems to be a large number of calls in this column, relative to the number of calls in the Calls Answered column, there may be an issue with hold times.
|
| Avg. Ring Seconds
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The average ring time, in seconds, for successful Direct Connects.
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| Avg. Whisper Seconds
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The average whisper time, in seconds, for successful Direct Connects.
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| Avg. Direct Connect Talk Seconds
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The average time, in seconds, that the agents spent talking during each successful Direct Connect. The total represents DC seconds only, not whisper.
|
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.
[+] Show report info.
The heading of the Text Agent summary report includes the following fields:
- The name of the agent group
- The reporting period as beginning date and time through ending date and time
- The date and time the report was run
The report is produced in PDF format.
The Text Agent Summary report includes the following fields:
| Field Name
|
Description
|
| Agent First Name
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The agent’s first name.
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| Agent Last Name
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The agent’s last name.
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| Agent ID
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The agent’s unique ID (email address).
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| # Text Messages Archived (Final)
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The number of text messages that were archived during the reporting period, indicating completed conversations.
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| # Text Messages Sent
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The total number of text messages sent by the agent.
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| Text Messages Sent / Text Messages Archived
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The number of text messages sent divided by the number of text messages archived.
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| Average Time Between Text Message Arrival in System and Final Archive (HH:MM:SS)
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The average time, in hours/minutes/seconds, between the first and last text message in a completed conversation.
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