Agent Reports

When the Agents option is selected, the ACD MIS Reports main menu will appear as shown in Figure 6-4 Queue Report-Call Summary By Queue

The ACD MIS Reports utility allows the user to generate five different agent reports:

P Agent State Summary

P Agent Performance Summary

P Agent Traffic (Hourly)

P Agent Call Summary

P Agent Login/Rest Timeline

These report types are defined in the following paragraphs.

2.2.1 Agent State Summary

The Agent State Summary is used to review the activities for a selected group of agents. The following window shows an example of the text form of the Agent State Summary.

For each selected agent, this report shows the length of time they have been in different agent states.

The user may also select a graphing option, which shows this information charted as a bar graph.

2.2.2 Agent State Summary Report Generation To create a new agent state summary report, the user selects the View Agent Report option from the main ACD MIS Report window or double-clicks on the Agent State Summary selection in the lower half of the main screen. When this operation is selected, a series of data entry forms will be presented which guide the user through the report generation process.

The first form to be displayed prompts the user to select the agents that will be included in the report.

The user specifies the agent list by either selecting a queue or individual agents. If a queue or all queues is selected, each agent that was active in the selected queue(s) during the reporting period will be included in the report.

After the agent list has been completed, the following screen will be displayed.

This menu allows the user to specify the date range that will be included in this Figure 6-7 Agent Report-Specify Reporting Period and Interval

After the user has selected the reporting period, the following menu will be displayed.

The time interval menu allows the user to specify the working hours that are to be included in the report. For the Start Time field and End Time field, the user can use the up/down control to vary each element of the time field (hour, minutes, AM/PM). Figure 6-8 Agent Report-Specify Time Interval

After the time interval have been specified, the following menu is displayed.

The final step in the report definition is to Figure 6-9 Agent Report-Select Report Format

2.2.3 Agent Performance Summary

This report is provided to help a supervisor analyze how efficiently agents are handling calls.

The user may also have the information presented in a graph format.

2.2.4 Agent Performance Summary Report Generation

To create a new Agent Performance summary report, the user selects the View Agent Report option from the main ACD MIS Report window, or double-clicks on the Agent Performance Summary selection in the lower half of the main screen. When this operation is selected, the following series of data entry forms will be presented which guide the user through the report generation process.

Select the agents – Same menu as

described in Agent State Summary example.

Specify the reporting period – Same menu as described in Agent State Summary example.

Set the Time Interval – Same menu as described in Agent State Summary example.

Select the report format – Same menu as described in Agent State Summary example.

2.2.5 Agent Traffic (Hourly)

This report is provided to help a supervisor analyze the peak traffic patterns during the workday.

The user may also have the information presented in a graph format.

2.2.6 Agent Traffic (Hourly) Report Generation To create a new Agent Traffic (Hourly) report, the user selects the View Agent Report option from the main ACD MIS Report window, or double-clicks on the Agent Traffic (Hourly) selection in the lower half of the main screen. When this operation is selected, the following series Figure 6-11 Agent Report-Agent Traffic (Hourly)

Specify the reporting period – Same menu as described in Agent State Summary example.

Set the Time Interval – Same menu as described in Agent State Summary example.

Select the report format – Same menu as described in Agent State Summary example. 2.2.7 Agent Call Summary

This report is provided to help a supervisor identify any potential agent issues that might require additional training.

No graphing option is available for this report.

To create a new Agent Call Summary report, the user selects the View Agent Report

option from the main ACD MIS Report window or double-clicks on the Agent Call Summary selection in the lower half of the main screen. When this operation is selected, the following series of data entry forms will be presented which guide the user through the report generation process. Figure 6-12 Agent Report-Agent Call Summary

Select the agents – Same menu as described in Agent State Summary example.

Specify the reporting period – Same menu as described in Agent State Summary example.

Set the Time Interval – Same menu as described in Agent State Summary example.

Select the Short Calls Threshold – The report generator can count the number of short calls that are handled by each agent. A short call is identified as an ACD call that has a talk time less than a defined

The user specifies the short call threshold as part of the report definition process within the following form.

The user enters a numeric value in the field to indicate the threshold for short calls. Any call whose talk time is less than the specified value will be counted as a short call.

2.2.8 Agent Login/Rest Timeline

This report provides a timeline of agent login and rest activity to inform the

supervisor of an agent’s active time within the ACD.

The following example shows the format for the Agent Login/Rest Timeline report.

2.2.9 Agent Login/Rest Timeline Report Generation

To create a new Agent Login/Rest Timeline report, the user selects the View Agent Report option from the Main ACD MIS Report Window, or double-clicks on the Agent Login/Rest Timeline selection in the lower half of the main screen. When this operation is selected, the following series of data entry forms will be presented which guide the user through the report generation process.

Select the agents – Same menu as

described in Agent State Summary example.

Specify the reporting period – Same menu as described in Agent State Summary example.

Set the Time Interval – Same menu as described in Agent State Summary example, except the Generate Report button replaces the Next button.