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