Reports: Agent Performance

The Agent Performance Report is useful for providing insight into an agent's performance, which can be used for recognition, coaching and/or development. This report can be selected by date range, all agents, or a specific agent. Once the report has been completed, it can be exported to either a CSV or PDF.

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• Reports: Agent Status Detail

  The Agent Status Detail Report provides insight into potential technical issues or agent performance issues. It can be selected by date range, for all agents or one specific agent. Once the report has completed, it can be exported to either a CSV or ...

• Reports: Automatic Call Distribution

  The Automatic Call Distribution (ACD) Report provides performance metrics and can be selected by date range, all campaigns or a specific campaign, all DNIS or a specific DNIS, All call types or a specific call type in summary and detail format.  Once ...

• Reports: Calls Ineligible

  The Calls Ineligible Report provides a list of calls that could not be made for a specific ineligibility reason (ie.., timezone, NPA-NXX)  The report can be selected for all campaigns or a specific campaign OR all lists or a specific list.  You also ...

• Setting up Agent Call in Log in

  Setting up Agent Call in Log in Purpose: This article can be used to activate a third option for agents to connect to the Hosted Contact Center using any available telephone. When an agent logs into the HCC, a login screen displays the options of a ...

• Reports: Minutes Usage

  Reports: Minute Usage The Minute Usage Report provides a high-level summary and daily breakdown of all calls and billed minutes over a selected timeframe. This report helps track call volume and billable usage trends over time. Summary Totals The top ...