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
Additional Links - Export to: CSV, PDF, or Excel – provides you the ability to export the report and data to another file type for storage and analysis.
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