Clicker Efficiency Report

• Allows to understand which clicker agents are the most efficient for HCI type services, if enabled.
• Provides report of agents based on the amount of clicks and calls launched in an average hour.
• To access the report click on the  Clicker Efficiency Report link from the Review tab of Navigation Panel. This takes you to the Clicker Efficiency 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.
• 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.
• 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.
• 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.
      
• 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:
  • Please note, when running the report for the current date, statistics will only be updated when the clicker agent changes state (Ex. from Ready to Not Ready or Break).

Call Center: The call center associated with the agent.

Service Name: The HCI service on which the agent was logged in.

Date: Date of an agent session. 

Agent: Logon ID of an agent.

Name: First and Last Name of an agent.

HCI Clicks: Total number of HCI clicks for the agent session.

Login Time(Hours): Total amount of time the agent was logged in for a session listed as Hour: Minutes: Seconds.

Productivity Hour: HCI Clicks  divided by  Login Time.

• Additional Links located in the top right corner of the generated report:
  • Export to: PDF, Excel, or CSV – Provides you the ability to export report and data to another file type
  • Help Link – The Clicker Efficency Report contains a help link which provides definition around key metrics available within the report