U19 Pop-Out Help

Page tree

The Agent Team Summary Report provides summarized agent-level metrics for the selected period. This report is valuable for quickly viewing an agent team's overall metrics or comparing those metrics with the average or other agents. Expand below to learn about options for searching and how to interpret outcomes.

This report may only be generated with a start and end time frame no greater than 31 days. Results for additional time frames may be provided upon request. Data can be generated from up to 180 days prior. By default, all times are in UTC.

Specify the following options to generate the report. Only the date range is required to generate the report and the rest of the fields are optional. These optional fields can be used to get specific records.

  • Date Range: Enables you to type in dates in the format of MM/DD/YYYY or choose dates using the calendar button. Clicking on the calendar button opens the Date Picker interface.
    • Under the Range tab, you can select the date range.

    • Under the MultiSelect tab, you can select multiple sequential or non-sequential dates.

You must specify the Date Range to generate the report.

  • Call Center: Select a call center with a drop-down menu.
    • Multiple Call Center Selection: Clicking on the link next to the Call Center drop-down menu opens the Select Call Center window.
      • Search the required call center by typing the text in the Search textbox.
      • Click a call center from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all the available call centers to the Assigned column.
      • Click a call center from the Assigned column to remove the assigned call center. It will be moved to the Available column.
      • Click the Remove All button to remove all the assigned call centers. They will be moved to the Available column.
  • Service: A particular service can be selected using the service drop-down menu.  If a particular call center is selected before selecting a service, services only available for that particular call center will appear.
    • Multiple Service Selection: Clicking on the link next to the Service drop-down menu will open the Service Selection window:  
      • Search the required Service by typing the text in the Search textbox.
      • Click a service from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all available services to the Assigned column.
      • Click a service from the Assigned column to remove it from the assigned services. It will be moved to the Available column.

      • Click the Remove All button to remove all the assigned services. They will be moved to the Available column.

  • Agent Team: Select the specific agent team for whom you want to view the report.
  • Service Type: Allows you to select a particular service type using the Service Type drop-down menu. If a particular service type is selected, only the services available for that service type appear in the Services drop-down list.
    • Multiple Service Selection: Clicking on the link next to the Service Type drop-down menu opens the Select Service Type window:
      • Search the required service type by typing the text in the Search textbox.
      • Click a service type from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all available service types to the Assigned column.
      • Click a service type from the Assigned column to remove it from the assigned service types. It will be moved to the Available column.
      • Click the Remove All button to remove all the assigned service types. They will be moved to the Available column.
  • Show PTP Amount: displays the cumulative PTP amount entered by each agent for the selected period and search criteria.
  • Show Detailed Report: Provides the ability to generate a report with detailed information.
  • Show Termination Codes: If the selected campaign was run on an agent desktop service with disposition codes, the total of these codes will be displayed within the report.

Report columns and the sequence can be easily modified to provide you with a report view that is important to your business operation.

  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.

You cannot generate reports for more than 3 days if Show PTP Amount or Show Termination Codes option is selected. 

The following optional fields are available as report columns:

  • Agent Team: Agent Team name and Team ID
  • Successful Op Transfer: Total number of operator transfers that successfully connected to an agent
  • In Call (Min): Total time in minutes all agents were “In Call” agent state
  • In Call %: Total amount of time the agents spent “In Call” state divided by the Agent System Time
  • Ready (Min): Total time in minutes all agents were in the “Ready” agent state
  • Ready %: Total amount of time the agents spent in the “Ready” stat divided by the Agents System Time
  • Wrap Up (Min): Total time in minutes all agents were in the “Wrap Up” state
  • Wrap Up %: Total amount of time the agents spent in the “Wrap Up” state divided by the Agent System Time
  • Not Ready (Min): Total time in minutes all agents were in the “Not Ready” state
  • Not Ready %: Total amount of time the agents spent in the “Not Ready” state divided by the Agents System Time
  • Agent System Time (Min): Total time the agent was logged into the system which includes Ready, In Call, Wrap Up, and Not Ready Time
  • Agent Productive Time (Min): Total time in minutes the agents spent in an “In Call”, “Wrap Up”, or “Ready” state  
  • Avg Call Handled / Agent Talk Hr: Total successful operator transfers divided by Total In Call Time in hours (In Call Minutes divided by 60)
  • Avg Call Handled / Agent System Hr: Total successful operator transfers divided by Total Agent System Time in hours (Agent System Time Minutes divided by 60)
  • Avg Call Length (Min): Average call length in minutes or the selected agent team
  • 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

    The PTP Amount 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 Total Successful Operator Transfers
  • Conversion Rate (%): Total calls coded as a PTP divided by Total RPCs

  • Termination Codes: Total calls with specific termination codes selected

    The Termination Codes can be searched across a maximum of three days if Show Termination Codes is selected.

Additional Buttons 
  • To export the generated report, click the Export button (next to the Generate Report button) and select the required option of file type. The available options are PDF, Excel, and CSV.
  • To print the generated report, click the Print button (next to the Export button). The generated report opens in another tab. Select the details for printing the report and click the Print button.
  • No labels