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. Note |
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| You cannot generate reports for more than 3 days if Show PTP Amount or Show Termination Codes option is 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 “Ready” agent state
- Ready %: Total amount of time the agents spent in “Ready” stat divided by the Agents System Time
- Wrap Up (Min): Total time in minutes all agents were in “Wrap Up” state
- Wrap Up %: Total amount of time the agents spent in “Wrap Up” state divided by the Agent System Time
- Not Ready (Min): Total time in minutes all agents were in “Not Ready” state
- Not Ready %: Total amount of time the agents spent in “Not Ready” state divided by the Agents System Time
- Agent System Time (Min): Total time the agent was logged into LiveVox 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
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| 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 Total Successful Operator Transfers
- Conversion Rate (%): Total calls coded as a PTP divided by Total RPCs
Termination Codes: Total calls with specific termination code selected Info |
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| The Termination Codes can be searched across a maximum of three days if Show Termination Codes is selected. |
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