Reports
Edit Report Contents
Insight CTX Supervisor Guide 04/03
55
Edit Report Contents
1. From the Reporter toolbar, click Report Templates.
2. From Report Templates, select the template from the drop-down menu and
click Change.
3. Select the Report Item you wish to change
and click Edit Item. The Configure Report
screen displays (sample shown at right).
4. From the Configure Report dialog box:
•
Select the Agent Group from the pull-
down list
•
Select Agent Number, Name or Both
•
Select any of Total: Calls, Time,
Usage
•
Select Calls: Answered, Transferred,
RNA, Intercom, Outgoing
•
Select Performance: Calls,
Availability, Call Rate
You can set Call Rate (in the Performance section) to display twice:
once for the Total Call Rate, once for the Average Call Rate.
The Call Rate is the number of calls taken/made per hour by an agent.
However, the time that the agent is logged on is taken into account to
give a more accurate figure. The Call Rate is then worked out by
dividing the number of calls by the time logged on.
Call Rate = Total Number of Calls
Time Logged On
•
Display Total Times
•
Exclude Unused Agents
•
Include Talk Time
5. Click OK, then go to
Filter Report Contents (optional)
...or click Filter (optional), and refer to
“Print Report” on page 57
.
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Содержание Strata CTX Insight CTX
Страница 4: ......
Страница 8: ...Contents Chapter 5 Alarms iv Insight CTX Supervisor Guide 04 03 ...
Страница 12: ...Introduction Related Documents and Media viii Insight CTX Supervisor Guide 04 03 ...
Страница 74: ...Reports Using MIS Reports to Improve Performance 62 Insight CTX Supervisor Guide 04 03 ...
Страница 92: ...Alarms View Alarms 80 Insight CTX Supervisor Guide 04 03 ...
Страница 104: ...Glossary Report Terminology 92 Insight CTX Supervisor Guide 04 03 ...
