User Manual

Chapter 3: The Reports
AltiReport Manual 39
1206 - Agent Direct Calls Summary Report
Description: Displays summary statistics for an agent’s direct inbound and outbound
calls (as opposed to workgroup 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 8. This report, sorted by date, includes subtotals for each day and a grand total for
the reporting period.
Report Fields
•
Start Date—Start date for the report
• Agent—Agent’s extension number
• Direct Inbound Calls—Displays the following call statistics:
• For Answered calls
• Calls—Total number of direct inbound calls that were answered by the agent
• Talk—Total talk time on those direct inbound calls
• Avg—Average talk time per call (Talk/Calls)
• For calls put on Hold