Agent Adherence Summary and Details

Description

The Agent Adherence Details report shows each Agent and how long they are in a particular status.  The Summary report provides a roll up by Agent of all infractions and how many of each particular status.

Preview

Summary

Agent_Adherence_Summary.png

Details

Agent_Adherence_Detail.png

Filters

Name

Type

Required

Description

Start Date Date Yes The start date range of when the Agent Status was tracked.
End Date Date Yes The end date range of when the Agent Status was tracked.
Agents Multi Select No

The name of the Agent on the Chat.

Teams Multi Select No

The name of the Team associated with the Agent.

Agents (Detail Only) Multi Select No

The name of the Agent being tracked.

Infraction (Detail Only Multi Select No

The name of the status causing an infraction.


Data Dictionary
 

Summary

Column Name Data Type Description Example
Name String The name of the Agent being tracked. George Washington
Status Number Columns named by status showing a total count of how many infractions occurred on that type. 10
Total Infractions Number The total number of infractions that have occurred across all statuses. 25
Total Calls Number The total number of calls that have been taken by this Agent. 50

 

Details

Column Name Data Type Description Example
Date Time Date/Time The date and time of the infraction. Mar 6, 2018 3:04:06 PM
Status String The name of the status that the Agent was in at the time of the infraction. Bathroom Break
Type String Shows if the infraction has exceeded the duration and whether it is in danger or warning. danger
Duration Duration The amount of time that was spent by the Agent in a particular status. 5:00

  

Frequently Asked Questions

This is a live document and will be populated once we receive questions pertaining to this report.

Related Links

Bug tickets, updates, and other related articles will be posted here.

 

Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.
Powered by Zendesk