User Manual

Chapter 3: The Reports
AltiReport Manual 53
2203 - Workgroup Agent Call Activity Summary with %
Analysis
Description: Reports call activity for 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 an
d 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 16. This report was run on two agents in the Customer Service workgroup for the
first quarter of the year. The specified summary interval was by month.
Report Fields
•
Start Date—Start date for the report
• Agent—Agent’s extension number
• All Calls—Data on all calls the agent was connected to in the specified time period:
• Calls—Total number of calls the agent handled
• Talk—Total talk time on all that agent’s calls