The service Comparison Analytics report allows you to create side-by-side comparisons of the contact and agent selected dispositions of several services simultaneously. Comparisons may be made with the following data points.
Agent Term Code Groupings:
Grouping names correspond to the back-end LiveVox Result associated with the agent code that can be seen from the Configuration Manager.
All agent assigned codes will start with 'AGENT.'
System Codes:
Grouping names appear the same as those on the Real Time Report.
Call Statistics.
Total Connected Calls - Total of all live party or machine (answering machine, fax, etc) connections
% of Connected Calls - The percent to which this service contributed to the overall listed service's connected calls (a relative comparison).
