Report Number | Title | Type | Summary | Contents |
|---|---|---|---|---|
| 1.01 | Detailed Agent Activity Report | Detail | Diagnostic report | Shows every agent activity (Busy, Ready, Offered, etc.) for the time period |
| 1.02 | Agent Detailed Alerts | Detail | Identifying agent performance against pre-defined Monitoring alerts (Warning & Alarm) | Shows count of alerts and provides the details of every alert (date/time, alert details, alert level) |
| 1.03 | Agent Transferred Interactions Report | Detail | Call transfer details | Shows the details (every leg & state) of every transferred call |
| 1.04 | Agent Breaks Report | Summary | Summary of break time totals | Shows the summary of paid vs. non paid Break Time by agent along with the details. |
| 1.05 | Agent Rejected Interactions | Detail | Shows all interactions rejected (or declined) by agents | Shows Date/Time, Agent, BP, Rejected Time, Media Type, Interaction Result, Customer. |
| 1.06 | Staffing | Summary | Shows agent staffing by interval, day, week, and month | Shows count of agents staffed, available, and occupancy. |
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