Chapter 3: The Reports
AltiReport Manual 55
2204 - Workgroup Agent Call/Time Contribution %
Comparison
Description:
Reports all calls, including inbound workgroup, outbound workgroup,
direct inbound and direct outbound calls, for the specified workgroup agent(s).
Report Options
1. Select a workgroup, then select agent(s) assigned to that workgroup.
2. Choose how you want the data summarized (by day, week, or month).
3. Specify a time range for the report.
4. Narrow the report to specific days of the week and a span of time (optional).
5. Select a group-by option.
6. Specify whether to include empty records.
7. Click
Run Report
to run the report.
8. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 17. This report compares the contributions of agents 196 and 205 for the first quarter
of the year.
Report Fields
•
Start Date
—Start date for the report
•
Agent
—Agent’s extension number
•
Name
—Agent’s name
•
All Calls
—Data on all calls that each workgroup agent handled in the specified time
period, broken out into four columns:
•
Calls—Total number of calls the agent handled
