Daily Summary
The Daily Summary gives an overview of agent performance. It uses a console type styling to display a combination of Hero tiles and charts.
Report Fields
The report contains the following fields.
| Field | Description |
|---|---|
| Handled Contacts vs Requeued Contacts | The Handled Contacts vs Requeued Contacts displays the total number of contacts handled and total number of contacts requeued during the reporting period. |
| Agent Transfer Rate by date | The Agent Transfer Rate by date displays the percentage of contacts that were transferred during the reporting period. The line chart calculates totals based on daily percentages. |
| AHT vs Year To Date | The Average Handle Time (AHT) vs Year To Date displays the AHT of contacts during the reporting period vs the AHT of contacts for the Year to Date (YTD) and the percentage variation. |
| Contacts Per Hour vs Year To Date | The Contacts Per Hour vs Year To Date displays the average contacts per hour during the reporting period vs the average contacts per hour of contacts for the Year to Date (YTD) and the percentage variation. |
| AHT vs Contacts Per Hour by date | The Average Handle Time (AHT) vs Contacts Per Hour by date displays the average handling time via a column chart and the average contacts per hour via a line chart. The chart calculates averages based on daily counts. |
Report Filters
The report contains the following inbuilt filters.
| Field | Description |
|---|---|
| Agent | The Agent filter can be used to select one or more agents to report on. With the filter applied values in the report will be updated to reflect what was selected. |