The Agent Performance report allows a shift manager to understand user performance in a selected timeframe.
The report collects data on agents’ performance from all across the system and presents it in one place, providing the most detailed insight into the agent’s work. It demonstrates total and average figures on the duration of the agent’s calls in each mode, time spent on filling the feedback page, the number of calls made, the number of leads processed, and the time the agent was logged in to Dialer and clocked in to the predictive call mode.
It also offers a possibility to view the results for one agent or multiple agents selected based on the groups and skill groups they belong to, or tags assigned to them.
To run the report:
On the Dialer home page, click Reports and select Agents Performance.
Set the necessary parameters under Search Params to filter the report output.
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.
In the Users field, select one or more agents. If you don’t specify any agent, the report will extract data for all users.
In the User Tags, Groups, 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 check boxes 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.
You can save the report view, including the filters and visible columns, as a template for future use.
To save the template, after setting filters and visible columns as needed, do the following:
Enter the name for the new template.
If you want the template to be available for other users, select the Public check box.
To use the saved template, click Select Template, choose the necessary template, and click Apply.
If the report you are going to save as a template has a set timeframe, save it without a timeframe to be able to add a new one each time. Otherwise, add a bookmark of the desired period.