Contents

Agent Success Results Report

The Agent Success Results report displays detailed information about an Agent's success on Dialer calls that were routed to the agent. The details are displayed by the Site ID and Campaign name, by agent, for the specified date and period of time for a connected call.

The information in this report is displayed by Agent and includes:

Difference From Average (DFA) for the number of Dialer Calls
Percentage of Right party Contacts (RPC) related to total dialed calls
Percentage of successes related to number of Right Party Contacts
Total Results per Right Party Contacts
Total results per successes

Parameters

The following parameters can be specified for the Agent Success Results report:

Date Time
Campaign
Site ID
Wrap-up Category
Display Legends

Sample report

Click on the image below to view a sample of this report.

Report Element Descriptions

Report Element	Database Column or Computation
Agent	IceLib GetDisplayName function based on corresponding icuserid, firstname, lastname from the Individual table.
Dialer calls #	DistinctCount(CallHistory.CallIDKey)
Dialer calls DFA	(#Dialer Calls) - (Total Average Dialer Calls)
Right Party Contacts #	count(CallHistory.isContact)
Right Party Contacts %Calls	Count(CallHistory.isContact)/DistinctCount(CallHistory.CallIDKey)
Right Party Contacts DFA	RPC %Calls - Total Average(RPC %Calls)
Successes #	Count(CallHistory.isSuccess)
Successes %RPC	Count(CallHistory.isSuccess)/Count(CallHistory.isContact)
Successes DFA	%RPC - (Total Average %RPC)
Results Total	Sum(successresult)
Results per RPC	Sum(successresult) / (#RPC)
Results DFA (per RPC)	(Results per RPC) - (Total Average Per RPC)
Results Per Succ	Sum(successresult) / (#Success)
Results DFA (per Succ)	Results Per Succ - (Total Average Per Succ)

Report Legends

Symbol	Description
DFA	Difference from average
%Calls	Percentage of right party contacts related to total dialed calls
%RPC	Percentage of successes related to number of right party contacts
Per RPC	Total results per right party contacts
Per Succ	Total results per successes

Stored Procedure

sprpt_AgentSuccess2
sprpt_AgentSuccess_count2

Tables

CallHistory
Individual