- Provides you information on key agent level metrics displayed for an entire day. The Agent Activity Report is useful to compare detailed agent metrics against the same agent during certain times, services, or the overall averages.
- To access the Agent Activity Report click on the Agent Activity Report from the Review tab of Navigation Panel. This takes you to the Agent Activity Reporting search tool to choose the parameters for the report.
- Date Range – Enables you to type in dates or choose them using the calendar drop down buttons. The calendar allows you to select the start and end date range.
- Advanced Date Configuration – Clicking on the link next to the calendar button will open the Advanced Date Configuration selection interface.
- Multiple sequential or non-sequential dates can be selected using the Multiple option. You may enter dates in the format of MM/DD/YYYY or select them using the calendar button.
- Hour of Day Range – The start time and end time of your search can be narrowed down to a particular time of the day. Time must be listed as Hours (24): Minutes: Seconds (HH:MI:SS). By default Time Range is selected as Eastern Standard Time.
- Call Center – Select a call center with a drop down menu. Multi-Call Center Selection can be performed by using the hyperlink titled Show Multi-Call Center Selection .
- Multiple Call Center Selection – Clicking on the link next to the Call Center drop down menu will open the multiple call center selection window
- Multiple Call Centers can be easily chosen by holding down the CTRL key when making selections.
- You may sort call centers in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
- Use the arrow buttons to move the selection to the right-hand box. You may choose to move one service or call center at a time using the single arrow buttons or all services/call centers with the multiple arrow buttons.
- Multiple Call Center Selection – Clicking on the link next to the Call Center drop down menu will open the multiple call center selection window
- Service – A particular service can be selected using the service drop down box. If a particular call center is selected prior to selecting a service, services only available for that particular call center will appear.
- Multiple service Selection – Clicking on the link next to the service drop down menu will open the multiple service selection window:
- Multiple services can be easily chosen by holding down the CTRL key when making selections.
- You may sort services in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
- Multiple service Selection – Clicking on the link next to the service drop down menu will open the multiple service selection window:
- Agent - you can select an agent login ID to search for agent's activity. Multi-Agent Selection can be performed by using the link next to Agent drop down.
- Multiple Agent Selection – Clicking on the link next to the Agent drop down menu will open the multiple Agent selection window
- Multiple Agents can be selected by holding down the CTRL key when making selections.
- You may sort Agents in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
- Use the arrow buttons to move the selection to the right-hand box. You may choose to move one Agent at a time using the single arrow buttons or all Agents with the multiple arrow buttons
- Multiple Agent Selection – Clicking on the link next to the Agent drop down menu will open the multiple Agent selection window
- Agent Team – You can select an agent team to search for the activity of agents associated with the team. Multi-Agent Team Selection can be performed by using the link next to Agent Teams drop down.
- Multiple Agent Teams Selection – Clicking on the link next to the Agent Teams drop down menu will open the multiple Agent Teams selection window:
- Multiple Agent Teams can be selected by holding down the CTRL key when making selections.
- You may sort Agent Teams in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
- Use the arrow buttons to move the selection to the right-hand box. You may choose to move one Agent at a time using the single arrow buttons or all Agent Team with the multiple arrow buttons.
- Multiple Agent Teams Selection – Clicking on the link next to the Agent Teams drop down menu will open the multiple Agent Teams selection window:
- Service group (SG) - SG is the system that defines which outbound services agents should be logged into to receive the calls from inbound services as well as outbound blending. Adding the ability to group the reports' metrics based on the SG allows better visibility into the agents' efficiency across all services (including inbound) they may have been working.
- Show Termination Codes – Provides you with a list of aggregated Agent Termination Codes used during the defined date or time range.
- Service Type – You can select a service type to search for activity report.
- Generate Report – After your selection parameters are chosen, you can generate the report by clicking on Generate Report button located at the bottom of the page. This takes you to the report below:
Service: Service Name
Agent: Agent name
Login: Initial log in time for the agent listed as Hour: Minutes: Seconds
Logout: Log out time of the agent listed as Hour: Minutes: Seconds
Online Time: Total time the agent was logged into LiveVox listed as Hour: Minutes: Seconds
Successful Operator Transfer: Total number of operator transfers that successfully connected to an agent. This includes both IB & OB and any calls that are transferred to an agent (phone book, agent to agent, manual etc.).
Avg. Talk Time: total time the agent had a status of "In Call" divided by the Total number of call handled by the agent
Avg. Wrap Time: Total time the agent had a status of "Wrap Up" divided by the Total number of call handled by the agent
Avg. Available Time: Total time the agent had a status of "Ready" divided by the Total number of call handled by the agent
Avg. Not Ready Time: Total time the agent had a status of "Not Ready" divided by the Total number of call handled by the agent
Con/HR: Connects per hour derived from Total Calls handled by the agent divided by Total Agent Time in hours
RPC: Payment/ PTP: Total calls with a result code of RPC with Payment Arranged
RPC: No Payment/ PTP: Total calls with a result code of RPC with No Payment Arranged
Total RPCs: Total of both RPC with Payment Arranged and RPC with No Payment Arranged result codes
Total RPCs/Agent System Hr: Total RPCs divided by Total Agent Productive Time in hours
RPC Rate (%): Total RPCs divided Total Successful Operator Transfers
Conversion Rate (%): Total calls coded as a PTP divided by Total RPCs
WPC: Total of calls coded as a Wrong Party Connect
Non-Contacts: Total of calls coded as a Non-Contact
- Additional Links located in the top right corner of the generated report:
- Export to: CSV, PDF, Excel – Provides you the ability to export report and data to another file type
- Help Link – The Agent Activity Report contains a help link which provides definition around key metrics available within the report