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This report may only be generated with a start and end time frame no greater than 31 days. LiveVox The platform may provide results for additional time frames if requested. Data can be generated from up to 90 days back. By default, all times will be in UTC.

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titleGenerate Report and Results:

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:

  • Service: Service Name
  • Agent: Agent name
  • Login: Initial log-in time for the agent listed as Hour: Minutes: Seconds
  • Logout: Log out time of the agent listed as Hour: Minutes: Seconds
  • Online Time: Total time the agent was logged into LiveVox the platform listed as Hours: Minutes: Seconds
  • Successful Operator Transfer:  Total number of operator transfers that successfully connected to an agent
  • Avg. Talk Time: total time the agent had a status of “In Call” divided by the Total number of calls handled by the agent
  • Avg. Wrap Time: Total time the agent had a status of “Wrap Up” divided by the Total number of calls handled by the agent
  • Avg. Available Time: Total time the agent had a status of “Ready” divided by the Total number of calls handled by the agent
  • Avg. Not Ready Time: Total time the agent had a status of “Not Ready” divided by the Total number of calls handled by the agent
  • Con/HR: Connects per hour derived from Total Calls handled by the agent divided by Total Agent Time in hours
  • 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
  • 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
  • WPC: Total of calls coded as a Wrong Party Connect
  • Non-Contacts: Total of calls coded as a Non-Contact
  • Export to: CSV, PDF, or Excel – provides you the ability to export the report and data to another file type for storage and analysis.