PPQ Agents Performance Report

The PPQ Agents Performance report allows a shift manager to understand the performance of agents working in the PPQ mode in a selected timeframe.

To run the report:

On the Dialer home page, click Reports and select PPQ Agents Performance.
Set the necessary parameters under Search Params to filter the report output.
1. In the Period field, specify the date and time range for the report. On the Dates tab, select the starting and ending date and time. Alternatively, on the Bookmarks tab, select one of the specified ranges from the dropdown list.
  Filling out this field is mandatory.
2. In the Users field, select one or more agents. If you don’t specify any agent, the report will extract the data for all users.
3. In the User Tags and Skill Groups fields, select a group of users to show in the report output (optional).
Optionally, under Columns, click the names of the columns you want to exclude from the report output. The relevant checkboxes will be cleared.
Click Submit to see the results on the screen, or Export CSV to download the report and open it in a spreadsheet program.

The table below gives explanations of the report fields.

Field	Description
PPQ ASR	The average success rate for calls with the assigned leads within this timeframe
User ID	The ID of the agent in the Dialer system
Username	The name of the agent
User Tags	User tags you selected when running the report. If none is selected, all tags are shown.
PPQ Total Calls	The number of all calls the agent received in the PPQ mode
PPQ Total Leads	The total number of leads in the PPQ calls
PPQ Call Duration	The total time the agent spent on calls working in the PPQ mode
ACD	The average call duration for the agent in the PPQ mode

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