Overview
The Agent Productivity Report allows for Admins to easily track an Agent's Billable Hours. It divides an Agent's time into Ready, Not Ready, Login, and Billable. Functioning similar to a time card, it shows how an Agent spent their overall time when logged in to the system.
Contents
Running Agent Productivity Report
1.) Click the Reports main menu.
2.) Click the Custom Reports menu option.
The page will open on the Affiliate Conversion Report.
3.) Click Agent Productivity in the Common Reports list.
4.) Select a Date Range in the Filter Date Range box.
- (A) Start and End Dates fields: Allow you to enter a custom date range.
- (B) Quick Date buttons: Allow you to auto-fill the Date fields with the range options.
- (C) Time fields: Allow you to specify Start and End time hours and minutes.
- (D) Click Apply to save your chosen Dates and Times.
5.) Configure any Filters you want applied to the Report:
- Users: Select from the Account Users to include in the Report.
- Campaigns: Select from the Campaigns.
6.) Click the Break Down tab to select Break Downs.
The Agent Productivity Report is broken down into Groups.
- The Report Grouping Break Down allows you to change the data used to make the Groups.
- The Report Sub-Grouping Break Down allows you to change how the data is sorted within the Groups.
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 running the report again.
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:
- (A) Name: Specify your preferred Name.
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(B) Emails: Specify which email(s) will receive the report.
- i.e., admin1@emailadress.com, admin2@emailadress.com, etc.
- (C) Frequency: Drop-down to specify a frequency for the Report to re-run and send emails.
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(D) Time: Specify when you want your report to be saved.
- If not repeating this Save, then leave it at the Default of the current time.
- (E) Click Save when complete.
Reading the Agent Productivity Report
The Agent Productivity Report shows a table of data broken down into Groups based on User or Date.
Table Data
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All Time:
Total time the Agent was logged into the system on that Date expressed in hours, minutes, and seconds.- When using the Reason Code Sub-Group, it accounts for the total time the Agent spent in each listed Status.
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Billable:
Total time the Agent spent in a Billable Status expressed in hours, minutes, and seconds. -
Login:
Total time the Agent spent logging into the system expressed in hours, minutes, and seconds. -
Not Ready:
Total time the Agent spent in a Not Ready or Paused Status expressed in hours, minutes, and seconds. -
Ready:
Total time the Agent spent in Ready Status expressed in hours, minutes, and seconds. -
Agent Cost:
Total Agent Cost is calculated by Agent Cost per Hour multiplied by the total Billable time.- The Agent Cost per Hour is set in the Agent Cost User Settings tab.
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