Page History

1. Click the cog icon in the upper right of the Results panel.
2. Place a checkmark to the right of the field you want to be displayed and unchecked for those to be hidden. See below the Generate Report section for more information on available fields in the report.
3. Re-sequence the displayed fields by selecting a column and moving it up or down using the appropriate button.
4. Click OK to update the view.

After choosing the search parameters, generate the report by clicking the Generate Report button to the right of the search options. The report generates the following data when the maximum number of options (Show PTP Amount, Show Detailed, and Show Termination Codes) are selected.

The following optional fields are available as report columns:

• Agent Team: Agent Team name and Team ID
• Successful Op Transfer: Total number of operator transfers that successfully connected to an agent
• In Call (Min): Total time in minutes all agents were “In Call” agent state
• In Call %: Total amount of time the agents spent “In Call” state divided by the Agent System Time
• Ready (Min): Total time in minutes all agents were in the “Ready” agent state
• Ready %: Total amount of time the agents spent in the “Ready” stat divided by the Agents System Time
• Wrap Up (Min): Total time in minutes all agents were in the “Wrap Up” state
• Wrap Up %: Total amount of time the agents spent in the “Wrap Up” state divided by the Agent System Time
• Not Ready (Min): Total time in minutes all agents were in the “Not Ready” state
• Not Ready %: Total amount of time the agents spent in the “Not Ready” state divided by the Agents System Time
• Agent System Time (Min): Total time the agent was logged into LiveVox the platform which includes Ready, In Call, Wrap Up, and Not Ready Time
• Agent Productive Time (Min): Total time in minutes the agents spent in an “In Call”, “Wrap Up”, or “Ready” state  
• Avg Call Handled / Agent Talk Hr: Total successful operator transfers divided by Total In Call Time in hours (In Call Minutes divided by 60)
• Avg Call Handled / Agent System Hr: Total successful operator transfers divided by Total Agent System Time in hours (Agent System Time Minutes divided by 60)
• Avg Call Length (Min): Average call length in minutes or the selected agent team
• 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
• WPC: Total of calls coded as a Wrong Party Connect
• Non-Contacts: Total calls coded as other (not RPC or WPC)

• PTP Amount: Total amount of PTP payment
  

  Info
  icon false
  The PTP Amount can be searched across a maximum of three days if Show PTP is selected.

• 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 by Total Successful Operator Transfers
• Conversion Rate (%): Total calls coded as a PTP divided by Total RPCs

• Termination Codes: Total calls with specific termination codes selected

  Info
  icon false
  The Termination Codes can be searched across a maximum of three days if Show Termination Codes is selected.