The Agent Report Summary is a simple report to inform you of the productiveness of your agents in the call queue. This report has six different fields that are all for the purpose of producing a summary report of how your agents are handling the calls that they receive.
At this time, there are two version of this report, which are "Agent Summary" and "Agent Summary V2".
AGENT SUMMARY
This report will contain the date which must be selected. This date can range from day to day or from exactly a year ago. You can also filter by agents and by date.
Both reports will contain a toggle to group by agent toggle. If this is togged to "Yes", then the report will display the name(s) of the agent(s). If this toggle is off, then the report will NOT display the name(s) of the agent(s).
This report will contain the total amount of calls that were received that day. Each call offer will increment this number.
This report will contain how many calls were answered by the agents on that day.
This report will contain how many calls were missed by all of the agents that day.
This report will contain how many calls were rejected by all of the agents that day.
Finally, this report will contain the average length of a call that an agent receives and answers.
You can select a specific agent to see their stats instead of all agents combined.
You may export the data into a CSV file
AGENT SUMMARY V2
This report will contain the date which must be selected. This date can range from day to day or from exactly a year ago. You can also filter by agents and by date.
Both reports will contain a toggle to group by agent toggle. If this is togged to "Yes", then the report will display the name(s) of the agent(s). If this toggle is off, then the report will NOT display the name(s) of the agent(s).
This report will contain the total amount of calls that were received that day by a particular agent. Each call offer will NOT increment this number.
This report will contain the total number of offers that the agent(s) received that day. Each call offer WILL increment this number.
This report will contain how many calls were answered by a given agent on that day.
This report will contain how many calls were missed by a given agent on that day. Each call offer will NOT increment this number.
Finally, this report will contain the average length of a call that an agent receives and answers.
You can select a specific agent to see their stats instead of all agents combined.
You may export the data into a CSV file
