- Contents
Interaction Reporter Help
User Productivity Summary Report
The User Productivity Summary Report displays summarized statistics related to users for the specified Date and Time. The summarized data is displayed in tables and a graph.
The Summaries Per User table displays a statistical summary of counts, percentages, and durations for each user, including:
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The number of interactions Offered
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The number and percentage of interactions Answered
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The number and percentage of interactions Abandoned
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The number and percentage of Flow Outs
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The number and percentage of interactions Transferred
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The Duration and Average for Talk Time
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The Duration and Average for Hold Time
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The Duration and Average for ACW Time
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The Duration and Average for Handle Time
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The number and average of Non-ACD interactions Inbound
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The number and average of Non-ACD interactions Outboud
This table also displays the Grand Totals of these statistics.
The Summaries Per User and Queue table displays all the statistical information from the Summaries Per User table with the addition of agent queue statistics, including Totals.
Parameters
The following parameters can be specified for the User Productivity Summary report:
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Date
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Media Type
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User
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Site ID
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User List
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DNIS
Sample report
Click on the image below to view a sample of this report.
Report Element Descriptions
The following report elements are in the Summaries Per User and the Summaries Per User and Queue tables.
|
Report Element |
Database Column or Computation |
|
User |
IceLib Display Name based on cName and FirstName, LastName from the Individual table |
|
Queue |
cReportGroup |
|
Offered |
nEnteredAcd |
|
Number Answered |
nAnsweredACD |
|
Percentage Answered |
(nAnsweredACD/EnteredACD)*100 |
|
Number Abandoned |
nAbandonedACD |
|
Percentage Abandoned |
(nAbandonedACD/EnteredACD)*100 |
|
Number Flow Outs |
nFlowOutAcd |
|
Percentage of Flow Outs |
(nFlowOutAcd/EnteredACD)*100 |
|
Number Transferred |
nTransferedACD |
|
Percentage Transferred |
(nTransferedACD/EnteredACD)*100 |
|
Talk time duration |
tTalkACD-tHoldACD |
|
Talk time average |
Talk time duration/nAnsweredACD |
|
Hold time duration |
tHoldACD |
|
Hold time average |
tHoldACD/nAnsweredACD |
|
ACW time duration |
tACW |
|
ACW time average |
tACW/nAnsweredACD |
|
Handle Time duration |
tTalkACD+tACW |
|
Handle Time average |
Handle Time duration /nAnsweredACD |
|
Non-ACD number Inbound |
nExternToInternCalls - nExternToInternACDCalls |
|
Non-ACD average Inbound |
tExternToInternCalls - tExternToInternACDCalls/nExternToInternCalls - nExternToInternACDCalls |
|
Non-ACD number Outbound |
nInternToExternCalls - nInternToExternACDCalls |
|
Non-ACD average Outbound |
tInternToExternCalls - tInternToExternACDCalls/nInternToExternCalls - nInternToExternACDCalls |
Stored Procedure
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sprpt_Productivity_22
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sprpt_Productivity_count22
Tables
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IAgentQueueStats_NoCnfg
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Individual