User Manual

Chapter 3: The Reports
AltiReport Manual 31
1202 - WG Calls and Direct Call Activity Summary Report
Description: Displays a summary of an agent’s workgroup and direct calls for the
reporting period.
Report Options
1. Select a workgroup to display agents assigned to that workgroup.
2. Select single, multiple, or All agents.
3. Choose how you want the data summarized (by day, week, or month).
4. Specify a time range for the report.
5. Narrow the report to specific days of the week an
d a span of time (optional).
6. Select a group-by option.
7. Specify whether to include empty records.
8. Click Run Report to
run the report.
9. Select the export format (HTML, PDF, Excel) and wheth
er to separate the report
results into several files and/or export only specified pages.
Figure 4. This report is grouped by agent. It subtotals each agent’s call activity, then gives
a grand total for all agents.
Report Fields
•
Start Date—Start date for the report
• Agent—Agent’s extension number
• Total Calls—Total calls the agent was connected to in the specified time period
• Total Talk—Total talk time on all that agent’s calls
• Avg Talk—Average talk time per call (Total Talk/Total Calls)