The
Outbound Agent Detail Performance Report provides detailed statistics for each
agent by campaign (progressive and predictive). The report also provides the
total call details, campaign call details for each agent, and a summary row of
the call details for each agent for all agent-based progressive and predictive
campaigns. This report is available with the Outbound feature.
Charts
The following
chart is available:
|
Chart Name
|
Description
|
|---|
|
Calls Transferred By Campaign And Agent
|
Displays the number of calls that are transferred by each agent
for a campaign.
|
Fields
The report
includes a table that displays the following information:
|
Field
|
Description
|
|---|
|
Agent Name
|
First name and last name of the agent.
|
|
Campaign
|
Name of the campaign.
|
|
RNA
|
Number of outbound calls that the agent did not answer.
Ring-no-answer (RNA).
Summary info—Sum of the
records in this column.
|
|
Transfer
|
Number of outbound calls that are transferred from another
agent. The other agent dials the outbound call and transfers it to the agent.
Summary info—Sum of the
records in this column.
|
|
Talk Time—Avg
|
Average time in HH:MM:SS that the agent spends talking on
outbound calls. Duration of all calls that are Agent Accepted and classified as
Voice.
|
|
Talk Time—Max
|
Longest time in HH:MM:SS that the agent spends talking on an
outbound call for the campaign. Calls that are Agent Accepted and classified as
Voice are considered.
|
Filter
Criteria
You can filter
using any one of the following parameters:
|
Filter Parameter
|
Result
|
|---|
|
Campaign Names
|
Displays information for the specified campaigns.
|
|
Agent Names
|
Displays information for the specified agents.
|
|
Resource Group Names
|
Displays information for the agents who belong to the specified
resource groups.
|
|
Skill Names
|
Displays information for the agents who have the specified
skills.
|
|
Team Names
|
Displays information for the agents who belong to the specified
teams.
|
Grouping
Criteria
Data is grouped
by the following field:
|
Field
|
Result
|
|---|
|
Agent
Name
|
Sorts
data by agent name.
|