Agent Activity Report
The Agent Activity Report allows you to select specific agents to view how many calls were taken and how long they were in the following statuses during the indicated time frame.
Available
Wrap-up(Not used)Unavailable
On Hold
There are many reports that can be generated to provide information about your clinic’s use of phones. IT recommends Call Center Report, Call Center Detail Report, and the Agent Activity Report to get started.
The full list of reports can be found here: https://unlvsom.atlassian.net/servicedesk/customer/portal/17/article/1197604884
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How do I schedule reports? https://unlvsom.atlassian.net/servicedesk/customer/portal/17/article/1625456667?src=265260171 |
Call Center Report
Calls queued
Calls escaped
Calls abandoned
Calls answered in seconds
Overflow
Agent Activity Report
Status of agents
Available
Wrap-up(Not used)Unavailable
Hold
Call Center Detail Report
Call center name
Call start time
Call end time
Agent name
Agent number & extension
Caller’s number
Call result
Number of bounces
Talk time
Hold time