Call Center – Reports – Agents

Home | End User Central | End User Guides | Call Center – Reports – Agents

What you need to know:

Call Center provides reporting functions to agents. Reporting provides Call Center agents historical information about their call center performance which allows them to know their statistical performance as a call center agent. Agents can only generate reports about their own activity.

1.

Running Reports

  1. From the Call Center Application, click the Reporting link.
  2. A Report window appears.  Select a report template from the drop-down list.  Options will include all Agent report templates.
  3. The page displays the input parameters for the report, which will vary depending on which report template you choose. Fill in the required information.  The section below provides information regarding each input parameter option. 

Input parameters include:

Call Completion

This setting is used to count the number of ACD calls an agent has completed within a service level during the specified interval.  The Call Completion service level can be set to “1” through “7200” seconds.  Allowed Value –  1 through 7200.

 

Short Duration

This setting is used to count the number of ACD short duration calls completed by an agent during an interval.  You can set the maximum length of a short duration call to “1” through “7200” seconds. Allowed Value –  1 through 7200. Allowed Value –  1 through 7200.

 

Service Level

This setting allows you to provide up to five service levels, used to perform service-level calculations for each call center or DNIS.  Each service level can be set to “1” through “7200” seconds.

 

Service Level Options

These settings are used to determine whether certain types of calls should be included in the service-level calculations:

  • Check Include overflow time transfers in service level to include calls transferred due to time overflow.
  • Check Include other transfers in service level to include calls transferred for other reasons.
  • Select one of the following options for abandoned calls.
  • Exclude Abandoned Calls to exclude all abandoned calls.
  • Include All Abandoned Calls to include all abandoned calls.
  • Include All Abandoned Calls Except Before Entrance Completes to include calls abandoned after the entrance message has finished playing.

Include Abandoned Calls Except in Defined Interval to include calls abandoned after the time specified by the abandoned call interval parameter.

 

Abandoned Call Interval

If you selected the Include Abandoned Calls Except in Defined Interval option, enter the desired interval in this text box in seconds. Allowed Value –  1 through 7200.

 

Service Level Percentage

This setting allows you to specify the service-level objective (expressed as a percentage of calls).

 

Type

This can be checked as Historical or Real time.

  • Historical reports show data from the assigned start date to the assigned end date.
  • Real-time reports show data from the assigned start date to the present, with the current interval refreshed with real-time data.

Real-time reports for individual agents contain data for each time interval, with the last interval reflecting real-time data, if requested (subject to the refresh rate).  When the interval switches over, the final data for the last time period is captured and shown as historical data and real-time data is reflected in the new time interval. Allowed Value – Historic or Real time

 

Start Date

This is the date when you want the report to start.  It can be set by typing in the text box or clicking the Calendar icon.  This is compulsory.  The oldest historical date depends on the interval selected:

  • 180 days of half-hour interval statistics
  • 365 days of hourly interval statistics

730 days of daily interval statistics. Allowed Value – MM DD, YYYY

 

Start Time

This is the time when you want the report to start.  You can select the hour format (A.M., P.M., or Military time) from the Hour Selection Type.  Time is applicable for hourly and minute intervals only. Allowed Value – 1:00am through 12:59am, 1:00pm through 12:59pm, or 0:00 through 23:59

 

End Date

This is the date when you want the report to end.  It can be set by typing in the text box or clicking the Calendar icon.  This is required when a Historical report is selected. Allowed Value – MM DD, YYYY

 

End Time

This is the time when you want the report to end.  You can select the hour format (A.M., P.M., or Military time) from the Hour Selection Type.  Time is applicable for hourly and minute intervals only.  This is required when a Historical report is selected. Allowed Value – 1:00am through 12:59am, 1:00pm through 12:59pm, or 0:00 through 23:59

 

Sampling

This sampling period is only applicable to interval-based report templates and determines how the report information is presented.  For example, an hourly report displays information for each hour of the report time frame. Allowed Value – 15 minutes, 30 minutes, Hourly, Daily, Weekly, Monthly

 

Output Format

This allows you to specify in what format you would like the report output to be generated.  If you select Hypertext Markup Language (HTML) or PDF, the report in displayed in the Report window.  If you select Excel File Format (XLS), a file is created that you can save on your computer. Allowed Value – PDF, XLS, HTML

 

  1. Click Run Report.

The results of the report are displayed in the Report Output area of the window.