(Graph) Calls Processed User Comparison Report

This graph shows the number of inbound and outbound calls and inbound chats (all chats have an inbound direction) processed by each user for a given time period. IC sorts the calls and chats by local user IDs and dates.

Use this report to compare and evaluate the volume of inbound calls each agent processes in the specified time range.

Note
If your report output contains a large number of users, it may be difficult to read. Avoid generating this report for a large range of users. Due to the nature of graphics in this report, please limit the range of users you compare so that the legend is properly displayed.

Parameters

You specify the range of dates and times, IC user names, and site IDs as parameters. The IC user names are defined in Interaction Administrator on the IC server. You can specify all or part of a day in the time range. We recommend you use whole days in the date / time range.

Each line in the data represents one interval, or in our case a half an hour. In order to report by hour, you need to add the 12:00 analog information to the 12:30 analog information 85/7200 = 1.18. The formula IC uses is the (Sum(tAllBusy)/Sum(tActiveLines))*100 to calculate the percentage all busy by hour.

The report is based on a logging subsystem that is updated every 10 seconds plus time dependent on implementation architecture or topology.

Record Selection Criteria:

{CallDetail.ConnectedDate} in {?StartDateTime} to {?EndDateTime} and {CallDetail.LocalUserId} in {?StartUser} to {?EndUser} and {CallDetail.SiteId} in {?StartSiteId} to {?EndSiteId}