- 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 wh.ich this service contributed to the overall listed service's connected calls (a relative comparison).
- Successful Operator Transfers.
- Failed Operator Transfers.
