Report Heading |
Definition |
Queue |
Queue description |
Extension |
Extension description |
WrapUp Code |
WrapUp Code description |
WrapUp Folder |
WrapUp Folder description |
Count |
Number of Calls |
Time in Queue Total |
Total time spent in Queue |
Time in Queue Average |
Total time spent in Queue divided by number of Calls |
Time Talking Total |
Sum of Talk Time |
Time Talking Total % |
Total Talking time divided by total Talking time in the Queue |
Time Talking Average |
Total Talking time divided by number of Calls |
Time in WrapUp Total |
Sum of WrapUp Time |
Time in WrapUp Total % |
Total WrapUp time divided by total WrapUp time in the Queue |
About the Wildcard/Preferred Agent Group Report
The Wildcard/Preferred Agent Reports are used to summarise what calls have been directed to which agent; based on the preferred agent setup.
One commonly-used variation on this template is grouping by Queue (Queue Group drop-down list).
To create the Wildcard/Preferred Agent Group Report
- Select Wildcard/Preferred Agent Reports > Wildcard/Preferred Agent Group Report
- Enter the following report criteria as required:
Period
The span of days covered by the report (Today, Last Week etc.)
Alternatively, specify the exact date range using the Date criterion.
Dates
The date range you wish to cover in the report.
Times
Select hours of the day that you wish to cover in the report.
Group By
Causes the report to display information grouped accorded to the selected criteria (for example by Date, by Extension, by Queue etc.) Each specific base report has a particular set of groupings available.
Queue Group
Narrows the scope of the report to a specific Queue Group.
Queue Number
Narrows the scope of the report to include only the selected Queue Number(s). Select the Queue Number(s) that you wish to include in the report from the drop-down menu or enter the Queue Number(s) with your keyboard.
To specify multiple Queues, separate each number with a comma (,). Do not include spaces in the list.
Team
Narrow the scope of the report to the include only the selected Team.
Extension Number
Narrows the scope of the report to include only certain Extensions. Select the Extension that you wish to include in the report from the drop-down menu or enter the Extension number(s) with your keyboard. Wildcards can be used to select all extensions matching a pattern.
To specify multiple Extensions, separate each number with a comma (,). Do not include spaces in the list.
Item or Media Type
Narrow the scope of the report to include only the selected incoming queue media.
Depending on the IPFX Modules you have purchased you may be able to include Calls, E-mails, Faxes, Text Chats and Callbacks in the report.
Select from one of: CALL, EMAIL, FAX, TC, VM-CALLBACK.
Include Virtual Queues
Includes both standard and Virtual queues in the report.