U19 Pop-Out Help

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titleSearch Criteria:

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

  • Drill By: Enables you to separate charges based on the following:
    • Answering Machine On/Off: Provides a break out of services that had Answering Machine Detection turned on compared to those services that had Answering Machine Detection turned off.  
    • Attended/UnAttended: Provides a break out of those services that used agent desktop compared to those services that did not. 
    • Attended/UnAttended/QuickConnect: Provides an additional break out for those services using agent desktop, services using LiveVox the Quick Connect functionality, and those services that did not use either.
  • Service Type: 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.

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