Team Performance Detail
Team Performance Detail
This report contains some of the same information as the Agent Time Detail report, as well as several new fields. Also, the users are grouped together within their User Groups, and there is a User Group summary at the bottom of the results.
CALLS = Total number of calls sent to the user.
LEADS = Total number of unique leads the user handled.
CONTACTS = Total number of calls the user handled that were statused in a Customer Contact status.
CONTACT RATIO = Percent of calls where a customer was contacted.
NONPAUSE = Everything except pause (WAIT + TALK + DISPO).
TIME = Total time of these (PAUSE + WAIT + TALK + DISPO).
TALK = Time the agent talks to a customer minus DEAD time.
SALES = Total number of calls the user handled where the SALE status flag is set to Y.
SALES PER WORKING HOUR = Total number of sales divided by system time.
SALES TO LEADS RATIO = Total number of sales divided by leads handled.
SALES TO CONTACTS RATIO = Total number of sales divided by contacts.
SALES PER HOUR = Total number of sales divided by talk time.
INCOMPLETE SALES = Total number of calls statused as QCFAIL.
CANCELLED SALES = Total number of calls statused as QCCANC.
CALLBACKS = Total number of active or live callbacks for this user in the system.
FIRST CALL RESOLUTION = Total number of calls handled divided by leads handled.
AVERAGE SALE TIME = Total number of sales divided by the talk time for those sales calls.
AVERAGE CONTACT TIME = Total number of contacts divided by the talk time for those contact calls.
TEAM: 001 - auto amssurance **** NO AGENTS FOUND UNDER THESE REPORT PARAMETERS ****
CALL CENTER TOTAL
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PLEASE SELECT A CAMPAIGN AND DATE-TIME ABOVE AND CLICK SUBMIT
NOTE: stats taken from shift specified