AltiGen MAXCS 7.5 AltiReport - Manual (Page 39)

Chapter 3: The Reports
AltiReport Manual 35
1204 - Agent WG Inbound Calls Summary Report
Description: Reports an agent’s inbound workgroup calls for the reporting period.
Report Options
1. Select a workgroup to display agents assigned to that workgroup.
2. Select single, multiple, or All agents.
3. Choose how you want the data summarized (by day, week, or month).
4. Specify a time range for the report.
5. Narrow the report to specific days of the week and a span of time (optional).
6. Select a group-by option.
7. Specify whether to include empty records.
8. Click Run Report to run the report.
9. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 6. Monthly summaries were selected as a report parameter for this first-quarter
reporting period.
Report Fields
•
Start Date—Start date for the report
•
WG—The workgroup’s number
•
Calls Offered—The number of calls sent to the agent (Call offered will not always
equal Calls RNA + Calls Answered. If the call’s exit state is “Group Member Ring No
Answer,” then the call was handled by another agend or it ended while ringing
another agent. The call is counted as RNA for this agent, but is not counted as
Offered to this agent. Otherwise, the total calls offered to all agents in the workgroup
will not add up to the total calls offered to the workgroup.)
• RNA—Number of calls for which the agent was rung but did not answer
• Answered—Summary statistics for answered calls:
• Calls—Number of calls answered
• Talk—Total talk time on all calls
• AvgTalk— Average talk time per call (Talk/Calls)
• Ring—Time that all calls to this agent spent in the ring state
• AvgRing—Average ringing time per call (Ring/Calls)