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As a supervisor, you can export detailed data from the last six months on agent productivity for further analysis and reporting. You can generate reports for specified time periods. You can also filter by particular queues or agents.
To create a report
An XLSX file downloads.
If you do not select any queues or agents, the report will contain data on all the queues and agents that you supervise.
The generated XLSX file has two sheets:
|
Parameter |
Description |
|---|---|
|
Agent |
The name of the agent. |
|
Queue name |
The name of the queue. |
|
Answered inbound |
Total number of inbound calls an agent has answered during the specified time period. |
|
Answered outbound |
Total number of outbound calls an agent has answered during the specified time period. |
|
Average call duration |
Average call duration for all calls during the specified time period. |
|
On inbound call |
Total amount of time an agent has been in inbound calls during the specified time period. |
|
On outbound call |
Total amount of time an agent has been in outbound calls during the specified time period. |
|
Wrap-up |
Total amount of time an agent has been in wrap-up. This is the time allocated after a call for agents to record call details. |
|
Ready |
Total amount of time an agent has been logged in, minus the amount of time they have assigned as not ready. |
|
Not ready |
Total amount of time an agent has indicated they are not ready to take a call. |
|
Logged in |
Total amount of time an agent has been logged in. |
|
External calls |
Total amount of time an agent has been in inbound calls that are not related to the particular queue. |
Talk to the One Net administrator in your company. They understand your system best.
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