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  • The service Comparison Analytics report allows you to create side-by-side comparisons of the contact and agent selected dispositions of several services simultaneously. Comparisons may be made with the following data points.
  • Agent Term Code Groupings:
    • Grouping names correspond to the back-end LiveVox Result associated with the agent code that can be seen from the Configuration Manager.
    • All agent assigned codes will start with 'AGENT.'
  • System Codes.
    • Grouping names appear the same as those on the Real Time Report.
  • Call Statistics.
    • Total Connected Calls - Total of all live party or machine (answering machine, fax, etc) connections
    • % of Connected Calls - The percent to wh.ich this service contributed to the overall listed service's connected calls (a relative comparison).
    • Successful Operator Transfers.
    • Failed Operator Transfers.


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