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Agent Activity Business Result report

This page describes how you can use the Agent Activity Business Result report to understand agent activity in your contact center.

[+] Tip: How do I generate a report?

Understanding the Agent Activity Business Result report

1

Use the Agent Activity Business Result report to generate a visual snapshot of agent states for a given day, as well as a detailed breakdown of how interactions were handled by each agent, for interactions that begin and end during the given day. This can help you to understand the outcomes (in terms of the defined Business Result) of interactions received in the contact center during a specified period of time.

You can specify the Date Range, Agent Group, Agent, Media Type, and Interaction Type.

To get a better idea of what this report looks like, view sample output from the report:
Sample Agent Activity Report.pdf

The following tables explain the prompts you can select when you generate the report, and the measures that are represented in the report:

  • [+] Prompts for the Agent Activity Business Result report
  • [+] Measures used in the Agent Activity Business Result report

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This page was last modified on 10 August 2017, at 06:40.