Run quick summaries or robust detailed reports that will allow you to compare a variety of metrics, including:
- Attendance Rate
- Occupancy Rate
- Average Handle Time
- Solved Tickets
- Escalated Tickets
- Attended Tickets
- Touched Tickets
- Average First Solving Time
- Average Escalated Time
- ...and more!
This is ideal for identifying both positive and negative trends pertaining to your workforce's efficiency.
Running a Summary Report:
Start by selecting your reporting period and then decide how you want to view the data. This includes organizing the data by group, agent and/or ticket field and you can utilize 1, 2 or 3 groupings for your report. After you have selected how you want to view the data simply hit "RUN" to generate the report.
The data will be displayed based on your selections.
Include even more metrics by expanding the "METRICS" menu on the left side of your screen.
Reading a Summary Report:
Sort your data by clicking on one of the tabs at the top of the report.
View information for each "General Tasks" by clicking clicking on that tab
View additional information my clicking on the totals categories for each agent
Add targets that will highlight amounts that do not fall within an acceptable range