This report may only be generated with a start and end time frame no greater than 31 days. 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.

No selection fields are required to generate the report. 

• Date Range: Enables you to type in dates or choose them using the calendar drop-down buttons. The calendar allows you to select the start and end date ranges.
• Hour of Day Range: The start time and end time of your search can be narrowed down to a particular time of the day.  Time must be listed as Hours (24): Minutes: Seconds (HH:MI: SS).  By default Time Range is selected as Eastern Standard Time.
• Advanced Date Configuration: Launches the Advanced Date Configuration selection interface. Click the link next to the calendar button to launch the interface.
  • You can select multiple sequential or non-sequential dates by using the Multiple option. You can enter dates in the MM/DD/YYYY format, or select them using the calendar button.
• Call Center: Select a call center with a drop-down menu.
  
  • Multiple Call Center Selection: Launches the multiple call center selection window. Click the link next to the Call Center drop-down menu to launch the selection window.
    
    • You can choose Multiple Services by holding down the Ctrl key.
    • You can sort services in ascending or descending order by clicking the header. Navigate using the scroll bar along with the page buttons located both on the side and at the bottom of the selection criteria window.
    • Use the arrow buttons to move the selection to the right-hand box. You may choose to move one service or call center at a time using the single arrow buttons or all services/call centers with the multiple arrow buttons.
• Service: Select a specific service using the service drop-down box. If you select a particular call center before selecting a service, only the services available for that specific call center appear.
  
  • Multiple Service Selection: Launches the multiple service selection window. Click the link next to the Service Type drop-down menu to launch the selection window.  
    
    • You can choose Multiple Services by holding down the Ctrl key.
    • You can sort services in ascending or descending order by clicking the header. Navigate using the scroll bar along with the page buttons located both on the side and at the bottom of the selection criteria window.
• Agent: The specific agent for whom you want to view the report. Multi-Agent Selection can be performed by using the link next to the Agent drop-down.
  
  • Multiple Agent Selection: Launches the multiple Agent selection window. Click the link next to the Agent drop-down menu to launch the selection window.
    • You can choose Multiple Agents by holding down the Ctrl key.
    • You can sort Agents in ascending or descending order by clicking the header. Navigate using the scroll bar along with the page buttons located both on the side and at the bottom of the selection criteria window.
    • Use the arrow buttons to move the selection to the right-hand box. You may choose to move one Agent at a time using the single arrow buttons or all Agents with the multiple arrow buttons.
• Agent Team: You can select an agent team to search for the activity of agents associated with the team. Multi-Agent Team Selection can be performed by using the link next to Agent Teams drop-down.
  
  • Multiple Agent Teams Selection: Click the link next to the Agent Team drop-down menu to open the multiple agent team selection window. 
    • You can choose Multiple Agent Teams by holding down the Ctrl key.
    • You can sort Agent Teams in ascending or descending order by clicking the header. Navigate using the scroll bar along with the page buttons located both on the side and at the bottom of the selection criteria window.
    • Use the arrow buttons to move the selection to the right-hand box. You may choose to move one Agent at a time using the single arrow buttons or all Agent Team with the multiple arrow buttons.
• Service Group: The system that defines which outbound services agents should be logged into to receive the calls from inbound services as well as outbound blending.  Further details are available from the Service Group section.  Adding the ability to group the reports’ metrics based on the service group allows better visibility into the agents’ efficiency across all services (including inbound) they may have been working.
• Show Termination Codes: Provides you with a list of aggregated Agent Termination Codes used during the defined date or time range.
• Service Type: A particular service type can be selected using the Service Type drop-down box. If a particular service type is selected, services available for that particular service type will only appear in the Services drop-down list.
  
  1. Multiple Service Selection: Launches the multiple service selection window. Click the link next to the Service Type drop-down menu to launch the selection window. 
     
     1. You can choose Multiple Services by holding down the Ctrl key.
     2. You can sort services in ascending or descending order by clicking the header. Navigate using the scroll bar along with the page buttons located both on the side and at the bottom of the selection criteria window.

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 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.