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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 —Number of calls sent to the agent
• 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)
• Hold
• Calls—Number of calls put on hold
• Total—Total time all calls spent on hold
• Avg—Average time per call spent on hold (Total/Calls)