Cross Channel Productivity by Agents

This report shows an agent's productivity across email, chat, and phone channels.  For example, you can view the following:

• The total number of emails, chats, and phone calls handled by an agent for a specified time period

• The Average Handle Time (AHT) for the emails, chats, and phone calls

Use this report to measure the effectiveness of blended agents as they work across emails, chats, and phone calls.

Scroll down to view a description of the results of the report.

DB View

This report maps to this DB View: CCAgentProductivityDateViewOutput

Output Format

To change the output format, select the Advanced Run icon . The output formats are DHTML, HTML, Applet, PDF, text, Excel, PS (PostScript), RTF, and XML.

Enter Parameter Values

Content

Report on

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Group by

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Find Criteria

All

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Date Range

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• Today

• This Week

• This Month

• This Year

• Yesterday

• Last Week

• Last Month

• Last Year

Fields

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User in

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Name

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Date Predefined Range

Select the date range you want to search from the menu. The choices are:

• Today

• This Week

• This Month

• This Year

• Yesterday

• Last Week

• Last Month

• Last Year

Date Value Range

Enter the date range you want to report to cover.

• Beginning Date – Type the start date of the period you want the report to cover. The format is MM/DD/YYYY.

• Ending Date – Type the end date of the period you want the report to cover. The format is MM/DD/YYYY.

Report results