User Manual

Chapter 3: The Reports
AltiReport Manual 45
1303 - Agent % Contribution to each WG (Inbound/
Outbound)
Description: Graphs the percentage of workgroup calls answered and made by the
specified agent and the percentage of time spent on those calls for each workgroup the
agent belongs to.
Report Options
1. Select the agent and the agent’s workgroup(s).
2. Specify a time range for the report.
3. Narrow the report to specific days of the week an
d a span of time (optional).
4. Click Run Report to
run the report.
5. 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 11. Agent 312 belongs to the Sales workgroup and the Customer Service workgroup.
The pie graphs (color-coded) show the agent’s contribution to each workgroup.
Report Fields
•
Number of calls—The number of inbound workgroup calls answered plus the
number of outbound workgroup calls connected
• Duration—The total talk, hold, and wrap-up time spent on inbound and outbound
workgroup calls
Data Source
All data from the table AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2