Agent Productivity Report
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Agent Productivity Report
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To create report:
Click the + Create Historical Report icon.
Select Agent Productivity report and click Create.
Select the appropriate Timezone from the dropdown list to generate the report for a specific timezone. The default timezone is set in the browser.
Select the Report View from the dropdown list. Select an option from the following:
Agent - Session wise: View reports based on individual sessions for each agent.
Agent - Day wise: View reports summarized by day for each agent.
Agent wise: View overall reports categorized by each agent.
Select the Period from the dropdown list to view the report for a specific period. The default value is set to Today.
Today
Yesterday
This Week
Last Week
This Month
Last Month
Last N Days - If you select this option, enter the number of days for the report to view.
Custom Date Range - If you select this option, enter the date range period to view report for a defined period.
Note:
The maximum filter range is 90 days to maintain optimal performance and efficiency.
Apply Filter
Go to the Filter section.
On the Agent tab, select the appropriate agent.
On the Condition tab, create the condition, if applicable.
Element
Go to the Elements section.
On the Calls Handled tab, select the relevant fields to generate the report. For more information about the fields, see Calls Handled.
On the Productivity tab, select the relevant fields to generate the report. For more information about the fields, see Productivity.
On the Computed tab, select the relevant fields to generate the report. For more information about the fields, see Computed.
Save and View Report
Click View to display the report.
Click Save. You can also save the report after displaying it.
Enter the Name and Description of the report.
Click Save.
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