Agent

  • Agent Login Logout

    A historical report on CCE platform that provides statistics for an agent session. A session begins when an agent first logs in to the system and ends when the agent logs out. (Data is written at agent logged out event)

  • Call Transfer Detail

    A historical CDR report on CCE platform showing detail of each contact handled along with the hang-up party (Customer or Agent).

  • Agent Disposition

    A historical report on CCE platform that provides consolidated stats of all wrap-up entered by agent after handling outbound contact.

  • Agent Not Ready Reason

    A historical report on CCE platform that provides the consolidated stats of Not ready reasons availed by agent during the shift.

  • Agent Performance

    A historical report on CCE platform that provides consolidated stats of agents worked on outbound campaigns.

  • Agent Summary – Daily

    A historical report on CCX platform that provides day wise consolidated stats of agents on inbound and outbound contacts.

  • Manual Outbound Dialing

    A report on CCX platform that counts number of calls manually dialed by agent outside the contact center.

  • Team and Agent Performance-Chat

    A report on CCX platform that consolidates team and agent performance on Socialminer chat KPI’s

  • Team Performance – Inbound

    A report on CCX platform that displays team performance on inbound KPIs.

  • Inbound and Outbound Calls Detail

    A call by call report on CCX platform that displays inbound (ACD & Non-ACD), outbound (IPCC & Non-IPCC), internal, external and transferred calls detail.

  • Agent Call Statistics

    This historical report on CCX platform displays consolidated statistics of agent answered (Incoming, Internal, Outgoing, Transfer) calls on team basis.

  • Agent KPIs-Hourly

    This report on CCX platform shows agent wise hourly consolidated statistics of received, answered and abandoned calls.