Agent Outcome

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Agent Outcome report shows the count of calls for all Outcomes set by the selected agents for the selected filter criteria. Go to Report List > Agent Outcome to view report parameters.

To view reports:

Select the Time Period from Today, Yesterday, This Week, This Month and Custom. If you select Custom, select the Start Date and End Date.
Note:
The database is updated at 15-minute intervals, at -00 -15, -30, -45 every hour. If you select any in-between time (say 3:35pm) as the To date for your Summary report, the populated report does not contain data for the time 3:30:01 to 3:44:59 (in HH:MM:SS).
Select the Agent List from the dropdown. You can select multiple agents. Select the Pivot checkbox.
Notes:
- Select the Pivot checkbox to transpose the columns and rows. With the Pivot selected, the report lists the agents in rows, the count of outcomes in columns, one column for each outcome.
- The Pivot option is applicable only if you select Campaigns in the filter criteria, and not for Global Lists or Campaign Groups.
Select the Channel type from Voice, SMS or Email.
Select the Filter Criteria. For more information, see Report Filter Criteria.
Click Show Records to populate the report.
Click Export to export the contents of the report into an Excel (xlsx) or CSV file. By default, the report is exported as XLSX.

Fields

Report displays the following parameters:

Fields	Description
CampaignID	Campaign for which the report is rendered.
Agent_ID	Agent ID of the agent who handled these calls.
Agent_Name	Agent name(s) for whom this report is generated.
Agent_Login_Name	Username that the agent uses to log in.
Outcome	Outcome as set by the agent.
Outcome_Count	Number of calls for which this outcome was set by the agent.

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