Report Number | Title | Type | Summary | Contents |
2.01 | Detailed Agent Interactions Report | Detail | High level details of every agent interaction | Start/end time, Type, From, To, BP, Handle Time, Disposition Code, etc. |
2.02 | Agent Time Allocation Performance Report | Summary | Summary of time spent by agent in various states | Login time, Not Ready Time, Ready Time, Handling Time, Busy Time, No Answer Time, Break Time, etc. |
2.03 | Agent Scoring Report | Summary | Summary of Interaction counts by agent | Answered, Missed, Transferred, Consult, Outgoing External, Outgoing Internal, Private |
2.04 | Agent Interaction Summary | Summary | Summary of all Agent Interactions | Interaction Activity, Interaction Type, Agent Time, Handle Time, and Snapshot |
Overview
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