To access these reports you would select Reports from the Agent Portal.
Once selected you will see a list of the different reports for that particular agent.
You would select the specific reports you would like to view, you would then see a popup screen appear with the metrics for this current agent. Here are the reports you will have access too, as well as a breakdown of each report.
Agent Analysis Report
Campaign: The Campaign that a rep is or was logged into.
Hours: Will determine the length of time spent in each campaign.
Contacts: Are the number of leads defined as contacts by your dispositions.
Connects: Are the number of leads defined as connects by your dispositions.
CPH: Calls per Hour
Sale/Lead/App- Sales Leads Appointments Set
S-L-A/HR- Sales Leads Appointments Set per hour
Call Backs- Number of callbacks an agent has set
Av. Talk Time- Average agent talk time
Av. Wait Time- Average agent wait time (waiting in queue)
Time Avail- Time off break or unpaused
Time Paused- Time on break or paused
Talk Time- Actual talk time of this agent
Wrap Up Time- After call work, such as taking notes and editing information,until disposition is selected.
Logged In Time-Length of time agent is logged in or length of time in each campaign(log in time)
Agent Summary
Contacts: Are the number of leads defined as contacts by your dispositions.
Connects: Are the number of leads defined as connects by your dispositions.
Hours: Hours worked
Sale/Lead/App- Sales Leads Appointments Set
Connects per hr- Connects per hour (based on disposition)
S-L-A/ per hr- Sales Leads Appointments Set per hour
Talk Time- Agent talk time
Break Time- Time spent paused or on break
Wait time- Length of time spent waiting for a call in queue
Wrap Up Time- After call work, such as taking notes and editing information,until disposition is selected.
Logged In Time- Length of time agent is logged in or length of time in each campaign (log in time)