Analysis Reports
List of recommended reports for various analyses:
Agent Logout Protocol
Use report 300 Agent Login Logout to get a login and logout protocol for all selected agents. Keep in mind that this data is only written once the agent logs out.
Agent State Reports, for example 346 Agent State Voice Daily, also include the first login and last logout for each agent and day.
Analysis of customer behaviour
The following reports can be useful for two purposes: not only do they contain information about how fast calls were answered by agents, but they also provide an overview of how long customers were willing to wait before the hung up (abandoned the call):
These two reports are available on interval basis as well:
By default, the Bucket Intervals are defined as follows:
Nr. | Upper bound (in s) | Range (in hh:mm:ss) |
---|---|---|
1 | 8 | <00:00:08 |
2 | 30 | >00:00:08 <=00:00:30 |
3 | 60 | >00:00:30 <=00:01:00 |
4 | 90 | >00:01:00 <=00:01:30 |
5 | 120 | >00:01:30 <=00:02:00 |
6 | 180 | >00:02:00 <=00:03:00 |
7 | 300 | >00:03:00 <=00:05:00 |
8 | 600 | >00:05:00 <=00:10:00 |
9 | 1200 | >00:10:00 <=00:20:00 |
10 | - | >00:20:00 |
ACD Call Classification (WrapupData)
These reports can be used to report on WrapupData, that agents have selected after a customer call. Therefore these reports are only useful if the agents select a wrapup reason code during the wrapup time.