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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: Login ID of an agent
• First Name: First name of the agent
• Last Name: Last name of the agent
• Successful Op Transfer: Total number of operator transfers that successfully connected to the agent
• Successful OB Transfer: Total number of outbound transfers that successfully connected to the agent (This is calculated as Successful Operator Transfer - Successful Manual Transfer - Successful IB Transfer)
• Successful Manual Transfer: Total number of manual transfers that successfully connected to the agent
• Successful IB Transfer: Total number of inbound transfers that successfully connected to the agent
• Successful Transactional Email: Total number of Email transactions by the agent
• Successful Transactional SMS: Total number of SMS transactions by the agent
• In Call (Min): Total time in minutes the agent was In Call state
• In Call %: Total amount of time the agent spent In Call state divided by the Agent System Time
• Ready (Min): Total time in minutes the agent was in the Ready state
• Ready %: Total amount of time the agent spent in the Ready state divided by the Agent System Time
• Wrapup (Min): Total time in minutes the agent was in the Wrap Up state
• Wrapup %: Total amount of time the agent spent in the Wrap Up state divided by the Agent System Time
• Not Ready (Min): Total time in minutes the agent was in the Not Ready state. It is the addition of break code columns. Break codes provide the reasons for not being ready and they are Lunch, Training, Break Time, Meeting, Technical Difficulty, and Others
• Not Ready %: Total amount of time the agent spent in the Not Ready state divided by the Agent System Time
• Lunch (Min): Total time in minutes the agent spent on the Lunch break code
• Lunch %: Total amount of time the agent spent on the Lunch break code divided by the Agent System Time
• Training (Min): Total time in minutes the agent spent on the Training break code
• Training %: Total amount of time the agent spent on the Training break code divided by the Agent System Time 
• Break Time (Min): Total time in minutes the agent spent on the Break Time break code
• Break Time %: Total amount of time the agent spent onthe Break Time break code divided by the Agent System Time
• Meeting (Min): Total time in minutes the agent spent on the Meeting break code
• Meeting %: Total amount of time the agent spent on the Meeting break code divided by the Agent System Time
• Technical Difficulty (Min): Total time in minutes the agent spent on the Technical Difficulty break code
• Technical Difficulty %: Total amount of time the agent spent on the Technical Difficulty break code divided by the Agent System Time
• Other (Min): Total time in minutes the agent spent on the Other break code
• Other %: Total amount of time the agent spent on the Other break code divided by the Agent 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 agent spent in an In Call, Wrap Up, or Ready state  
• Avg Call Handled / Agent Talk Hr: Total Calls divided by In Call time in hours (In Call minutes divided by 60)
• Avg Call Handled / Agent System Hr: Total Calls divided by Agent System Time in hours (Agent System Time Minutes divided by 60)
• Aveg Call Length (Min): Total In Call minutes divided by Total Calls
• 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. This data 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 Successful Operator Transfer
• Conversion Rate (%): Total calls coded as a PTP divided by Total RPCs
• Termination Codes: Total calls with specific termination codes selected.