Report 5.01 - Business Process Agent Performance Report

Count of Agents in various states broken out annually, monthly, weekly, daily, hourly, or 10 mins and provides Login, Backoffice, Busy, On Break, Available, Consult & Conference, Internal details

Parameters:

  • Customer Database
  • Manual Start Date/Time
  • Manual End Date/Time
  • Period
  • Calculated Start Period
  • Business Process
  • Time Zone
  • Display Language
  • Calculated End Period
  • Accumulated By
  • Enable Pagination



Fields:

  • Main Time Slice
  • Business Process Name
  • Login Agents (Max/Min)
  • Backoffice Agents (Max/Min)
  • Busy Agents (Max/Min)
  • On Break Agents (Max/Min)
  • Available Agents (Max/Min)
  • Consult and Conference Agents (Max/Min)
  • Internal Agents (Max/Min)
  • Private Agents (Max/Min)
  • No Answer Agents (Max/Min)
  • Outgoing Agents (Max/Min)
  • Unavailable Agents (Max/Min)
  • Media Type