Agent Summary Report Help

Specify the following options to generate the report. Only date range is required to generate the report and rest of the fields are optional. These optional fields can be used to get the specific records.

• Date Range – Enables you to type in dates in the format of MM/DD/YYYY or choose dates using the calendar button. Clicking on the calendar button opens the Date Picker interface.
  
  • Under the Range tab, you can select the date range.

  • Under the MultiSelect tab, you can select multiple sequential or non-sequential dates.

• Call Center – Select a call center with a drop-down menu.
  

  • Multiple Call Center Selection – Clicking on the link next to the Call Center drop-down menu opens the Select Call Center window.
    • Search the required call center by typing the text in the Search textbox.
    • Click a call center from the Available column to move it to the Assigned column.
    • Click the Assign All button to add all the available call centers to the Assigned column.
    • Click a call center from the Assigned column to remove the assigned call center. It will be moved to the Available column.
    • Click the Remove All button to remove all the assigned call centers. They will be moved to the Available column.

• Service – A particular service can be selected using the service drop-down menu.  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 Service Selection window:  
    • Search the required Service by typing the text in the Search textbox.
    • Click a service from the Available column to move it to the Assigned column.
    • Click the Assign All button to add all available services to the Assigned column.
    • Click a service from the Assigned column to remove it from the assigned services. It will be moved to the Available column.

    • Click the Remove All button to remove all the assigned services. They will be moved to the Available column.

• Agent - Select the specific agent for whom you want to view the report. 
  
  • Multiple Agent Selection – Clicking on the link next to the Agent drop-down menu opens the Select Agent window.
    • Search the required agent by typing the text in the Search textbox.
    • Click an agent from the Available column to move it to the Assigned column.
    • Click the Assign All button to add all the available agents to the Assigned column.
    • Click an agent from the Assigned column to remove the assigned call center. It will be moved to the Available column.
    • Click the Remove All button to remove all the assigned agents. They will be moved to the Available column.
• Agent Team - Select the specific agent team for whom you want to view the report.
• Service Group - Service Group 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.  Further details are available from the Service Grouping section. Adding the ability to group the reports’ metrics based on the Service Group allows better visibility into the agents’ efficiency across all services (including inbound) they may have been working.
• Service Type -Allows you to select a particular service type using the Service Type drop-down menu. If a particular service type is selected, only the services available for that service type appear in the Services drop-down list.
  
  • Multiple Service Selection – Clicking on the link next to the Service Type drop-down menu opens the Select Service Type window:
    • Search the required service type by typing the text in the Search textbox.
    • Click a service type from the Available column to move it to the Assigned column.
    • Click the Assign All button to add all available service types to the Assigned column.
    • Click a service type from the Assigned column to remove it from the assigned service types. It will be moved to the Available column.
    • Click the Remove All button to remove all the assigned service types. They will be moved to the Available column.
• Show Termination Codes – If the selected campaign was run on an agent desktop service with disposition codes, the total of these codes will be displayed within the report.
• Show PTP Amount – Displays the cumulative PTP amount entered by each agent for the selected time period and search criteria.
• Show Detailed – Provides the ability to generate a report with detailed information.

Report columns and sequence can be easily modified to provide you with a report view that is important to your business operation.

Additional Buttons 

• To export the generated report, click the Export button (next to the Generate Report button) and select the required option of file type. The available options are PDF, Excel, CSV.
• To print the generated report, click the Print button (next to the Export button). The generated report opens in another tab. Select the details for printing the report and click the Print button.