Report Heading |
Definition |
Extension |
Details of extension handling the Call |
Total Calls |
Number of Calls |
Total Talk Time |
Sum of Talk Time for all Calls |
Average Talk Time |
Total Talk Time divided by Total Calls |
Calls Per Hour |
Calls handled by the extension per hour |
Incoming Calls |
Number of Incoming Calls |
Queue Calls |
Number of Queue Calls |
Time In Queue |
Time all Calls spent in Queue |
Time In Queue % |
Time all Calls spent in Queue divided by Total Calls |
Time Available |
Time the extension was available |
Time Available % |
Time the extension was available divided by total time |
Time On Hold |
Total time all Calls handled by the extension were on Hold |
Time In Worktime |
Time the extension was in Worktime |
Time In WrapUp |
Time the extension was in WrapUp |
Avg. Call Handle Time |
Sum of Call Handle Times divided by Total Calls |
Occup. % |
The total time that the user occupies the workspace: Queue Time + Office Time + Do Not Disturb Time (PrimeTime) |
Prod. % |
The total time the phone is in use or occupied: Call Handle Time + Meeting Time + Break Time / Total Time |
About the Agent Productivity Report (Extension by Queue Template)
This report gives a detailed breakdown of calls each agent received on a daily basis for each queue.
To create the Agent Productivity Report (Extension by Queue Template):
- Select Agent Performance > Agent Productivity Report:
- Select Report Template > Extension by Queue Report.
- Enter the following report criteria as required:
Period
The span of days covered by the report (Today, Last Week etc.)
Alternatively, specify the exact date range using the Date criterion.
Dates
The date range you wish to cover in the report.
Times
Select hours of the day that you wish to cover in the report.
Group By
Causes the report to display information grouped accorded to the selected criteria (for example by Date, by Extension, by Queue etc.) Each specific base report has a particular set of groupings available.
Queue Group
Narrows the scope of the report to a specific Queue Group.
Queue Number
Narrows the scope of the report to include only the selected Queue Number(s). Select the Queue Number(s) that you wish to include in the report from the drop-down menu or enter the Queue Number(s) with your keyboard.
To specify multiple Queues, separate each number with a comma (,). Do not include spaces in the list.
Team
Narrow the scope of the report to the include only the selected Team.
Extension Number
Narrows the scope of the report to include only certain Extensions. Select the Extension that you wish to include in the report from the drop-down menu or enter the Extension number(s) with your keyboard. Wildcards can be used to select all extensions matching a pattern.
To specify multiple Extensions, separate each number with a comma (,). Do not include spaces in the list.
Include Virtual Queues
Includes both standard and Virtual queues in the report.
Format Time
Changes the way that time is displayed in the report:
Yes - Displays time in hh:mm:ss format.
No - Displays time in seconds.
Ignore - (Has the same effect as selecting Yes)