Report 2.03 - Agent Scoring Report

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.

Parameters:

  • Customer Database
  • Manual Start Date/Time
  • Manual End Date/Time
  • Period
  • Calculated Start Period
  • Business Process
  • Main Table Accumulated By
  • Sub Table Accumulated By
  • Group By
  • Time Zone
  • Display Language
  • Calculated End Period
  • Agent(s)
  • Interaction Type
  • Media Type(s)
  • Summary Only
  • Enable Pagination



Fields:

  • Main Time Slice
  • Agent Name
  • Total Handled (Incoming & Outgoing)
  • Total Answered
  • Business Process Rejected
  • Total Missed
  • Total Transferred
  • Total Consult
  • Total Answered as Consult
  • Total Outgoing External
  • Total Outgoing Internal
  • Total Outgoing Private
  • Total Incoming Private