Overview

The Agent Success Report illustrates the overall performance of each Agent. It tracks their individual call metrics, highlighting the number of successful calls. It also accounts for how much time is spent on a call, wrapping up calls, waiting for calls, etc.

Contents

• Running the Agent Success Report
• Save Report
• Reading the Agent Success Report
  • Graph Data
  • Table Data

Running the Agent Success Report

1.) Click the Reports main menu.

2.) Click the Custom Reports menu option.

The Report Home page will open.

3.) Click the Launch report link on the Agent Success Report widget.

4.) Select a Date Range in the Filter Date Range box.

• Start and End Dates fields: Allow you to enter a custom date range.
• Quick Date buttons: Allow you to auto-fill the Date fields with the range options.
  • These buttons calculate based on the current date. Use them when configuring a Saved Report to prevent duplicate metrics when the system re-runs it. 
• Time fields: Allow you to specify Start and End time hours and minutes.
• Click the Apply button to save your chosen Dates and Times.
• Click the Apply & Run button to apply the date settings and run the report.

5.) Configure any Filters you want applied to the Report:

• Call Types: Select from the types of calls to show in the Report: 3-way, Inbound, Outbound, and Manual.
• Users: Select from the Account Users to include in the Report.
• Campaigns: Select from the Campaigns.
• Queues: Select from the Queues.
• Statuses: Select from the system and custom statuses.
• Lists: Select from the Lead Lists.
• Lead Data Filters: Select from the system and custom Lead Fields to filter against in the Report.
• Talk Time: Select from greater than and less than and enter a custom value for Talk Time to filter against.

6.) Click the Break Down tab to select Break Downs.

• Horizontal Break Downs separate the data in the table based on the chosen filter.
• Vertical Break Downs add columns to the table based on the chosen filter.

7.) Click the blue Run Report button.

The Report will appear once it has finished processing. Admins can complete other tasks and will get a notification once it is ready.

Save Report

There are two options for saving your Custom Reports. One version enables Admins to save the current results as a CSV file, while the other saves the criteria for re-running the Report.

1.) Click the Export to CSV button to download as a CSV file to your device.

1.) Alternatively, click the Save Report button to open the Save Report pop-out.

2.) Configure the Save Report fields:

• Enter a distinctive Name for the report.

• Enter the Emails, separated by commas, for all admins that should receive this report on a regular basis.

• In the Included Fields section click one of the radio buttons to configure whether the saved report will include all available data fields or only the ones being displayed in the table.

The Frequency option determines when the report will be sent to the email list.

• Different Time fields appear depending on the Frequency selection.

• The Frequency and Time fields are not active unless there are emails entered in the Emails field.

• Select an option from the Frequency drop-down:

  • If Frequency = Daily: 

  • If Frequency = Weekly: 

  • If Frequency = Hourly: 

Hourly	If Hourly is chosen, select a number of minutes from the drop-down, up to 59 minutes. Name, Emails, Frequency, and Minute fields are required.
Daily	If Daily is chosen, select a time of day in the Time field. The time selected is the time the report will be emailed each day. Enter the hour, minute, and AM/PM for the time of day. Name, Emails, Frequency, Time, and Day fields are required.
Weekly	If Weekly is chosen, a time of day in the Time field and a day of the week in the Day field must be selected. Name, Emails, Frequency, Time, and Day fields are required.

• Click the Save button.

• If there are emails in the Emails field, you will not be able to save the report without selecting a Frequency for the report to be sent.

Reading the Agent Success Report

The Agent Success Report consists of a graph and a detailed table. The graph allows for visualizing Agents' overall performance, and the table breaks down all the metrics in the graph.

• X-axis: Agent Names
• Y-axis: Percentages

Graph Data

Each of these data points has a different colored bar:

Table Data

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