Agent detail reporting
Posted: Mon Feb 12, 2007 2:03 amWanted to throw out the request to add a fewe more variables in the agent detail reports.
The 3 major key efficiency indicators I look at are Aux (pause), Wrap (dispo), and talk times. I see that currently I can see by agent the times associated with each agents time spent in each of these statuses, but i would like to see the numbers also represented as a percentage alongside its time and average partners on this report. I know that most of my clients require management to a certain percentage if KPIs are contained in our statement of work with them.
Seems a simple calculation to add in, divide the time in each status into the total time and multiply by 100.
On another note, the ability to view data by date range in the same agent detail reports would be great as well and very useful for management.
thoughts???
-Adam J.
The 3 major key efficiency indicators I look at are Aux (pause), Wrap (dispo), and talk times. I see that currently I can see by agent the times associated with each agents time spent in each of these statuses, but i would like to see the numbers also represented as a percentage alongside its time and average partners on this report. I know that most of my clients require management to a certain percentage if KPIs are contained in our statement of work with them.
Seems a simple calculation to add in, divide the time in each status into the total time and multiply by 100.
On another note, the ability to view data by date range in the same agent detail reports would be great as well and very useful for management.
thoughts???
-Adam J.