50
Figure 36: Example Agent Need Report
For report column header descriptions see Appendix A
Table 1: Call Report Reference Table.
10.10 Call List… Specific Agent
This report allows the supervisor to see how many calls a specific agent has
taken providing important information about each specific call including the
time, caller id number (if applicable), how long each caller held in queue before
their call was answered (delay), how long the agent was on the call (talk time),
and shows any comments entered by the agent about the call (if wrapup
comments are enabled). Figure 37 shows an example Specific Agent report.
