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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:

  • The number of interactions Offered

  • The number and percentage of interactions Answered

  • The number and percentage of interactions Abandoned

  • The number and percentage of Flow Outs

  • The number and percentage of interactions Transferred

  • The Duration and Average for Talk Time

  • The Duration and Average for Hold Time

  • The Duration and Average for ACW Time

  • The Duration and Average for Handle Time

  • The number and average of Non-ACD interactions Inbound

  • 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:

  • Date

  • Media Type

  • User

  • Site ID

  • User List

  • 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

  • sprpt_Productivity_22

  • sprpt_Productivity_count22

 

Tables

  • IAgentQueueStats_NoCnfg

  • Individual