User Manual

Chapter 3: The Reports
AltiReport Manual 51
2202 - Workgroup Agent(s) Performance Summary
Description: Displays a performance summary of the specified workgroup agent(s).
Report Options
1. Select a workgroup, then select agent(s) assigned to that workgroup.
2. Choose how you want the data summarized (by day, week, or month).
3. Specify a time range for the report.
4. Narrow the report to specific days of the week, shift
time, or a span of time
(optional).
5. Select a group-by option.
6. Specify whether to include empty records.
7. Click Run Report to
run the report.
8. 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 15. A summary interval of “day” was specified for this report. The report is grouped
by agent. Subtotals and grand totals are given.
Report Fields
•
Start Date—Start date of the reporting time period
• Agent—Agent’s extension number
• Workgroup and Direct Calls (Inbound and Outbound)—Displays the number of
calls handled by an agent, the total time the agent spent on all calls, and the average
time spent per call in each of three categories: Answered, Hold, Wrap-up
• Answered—Calls the agent was connected to
• Hold—Calls the agent put on hold
• Wrap-Up—Calls requiring time for wrap-up activities
• Total Logout Duration — The total amount of time that the agent was logged out
• Total Performing Time—The total amount of time the agent spent in the above
activities in the specified time period
• Non-Call Activities—Displays the total of RNA calls (agent was rung but did not
answer) for the agent and summarizes the time the agent spent in other activities
while logged in:
• Not-Ready—Amount of time in Not-Ready state