Technical References

Contents
■ Introduction 5
Report Types 5
How This Reference is Organized 5
User Access to Reports 6
■ Productivity Reports 7
Recalculating Data for Productivity Reports 7
Agent Productivity 8
Agent Period Results 9
Agent Adherence 10
Team Productivity 10
Team Period Results 11
Team Summary 12
Team Adherence 13
Team Agent Period 14
Team Agent Adherence 15
■ Interval Results Reports 16
CSQ All Data 16
CSQ Interval 17
■ Schedule View Reports 19
Agent Schedule Daily 19
Agent Schedule Weekly 20
Agent Overtime 20
CSQ Schedule By Agent 21
CSQ Schedule By Interval 22
Team Scheduled Task Hours 23
Agent Task Percentages 24
Agent Task Graph 24
■ Performance Analysis Reports 26
Performance Daily 26
Performance Interval 27
Call Volume Graph 28
Service Level Graph 29
Forecast Accuracy Graph 30
Call Volume Graph Interval 31