Option Agent / Queue Reporting
Introduction
Agent and Queue Reporting is available in the Queue Controller to provide agents and supervisors with a concise overview of daily activities and performance. Skins are available either with or without reporting functionality. Skins that include reporting features are clearly marked in the skin name using brackets.
Interface Overview
The following screenshot provides an overview of all major components.
| Item | Description |
| 1 | Chart area showing the filtered data as a chart. |
| 2 | Tile area showing the data as figures and providing the option to filter data by day or month. |
| 3 | Active filters indicator |
| 4 | Agent or Queue selector |
Tiles Area
The tile area on the right displays all available figures for calls and times, each shown per day and per month. Data is available for today, yesterday, as well as the current and previous month.
| Item | Description |
| 1 | Calls info, the upper line shows information about the amount of calls |
| 2 | Time info, the bottom line shows information about the duration of calls |
| 3 | The plus button in the upper left corner adds a tile as a filter for the chart |
| 4 | The calendar icon on the upper right corner switched between day / yesterday or this month / last month view |
Calls Tiles Area
| Item | Description |
| 1 | Shows the number of connected calls. These are calls where a connection to an agent has been established. |
| 2 | Shows the number of total calls. This includes all calls not matter if connected or not. |
| 3 | Shows the number of missed or lost calls. |
| 4 | This tile shows the same data but on a monthly basis. Use the icon in the upper right to change between today / yesterday or this month / last month. |
Time Tiles Area
| Item | Description |
| 1 | Shows the total call duration. This includes the time an agent has been speaking on a call. Waiting times are not included. |
| 2 | Shows the average waiting time. |
| 3 | Shows the average call duration. |
| 4 | This tile shows the same data but on a monthly basis. Use the icon in the upper right to change between today / yesterday or this month / last month. |
Chart Area
| Item | Description |
| 1 | Graph showing call data. All calls related data is held in a green tone and drawn as a bar chart. The scale to the left equals the amount of calls. The bottom scale shows the time of day or day of month. If only a day or month is shown the chart is truncated to the actual available data (2nd - 12th in this example) |
| 2 | Graph showing time data. All time related data is held in a yellow tone and drawn as a line chart. The scale to the right equals the time shown in the graph. The bottom scale shows the time of day or day of month. If only a day or month is shown the chart is truncated to the actual available data (2nd - 12th in this example) |
| 3 | The lower line enabled more filters to turn on and off data to improve clarity. Filter from left to right are: Day / Month total calls |
| 4 | The upper line shows the active filters like day month. These chips can be used to show or hide data in the chart. |
| * | The little icon in the lower right provides a tooltip showing the timestamp of the last update |
Multi Day / Month View
By adding the current day or month to the filter and then switching to the previous day or month and adding that data as well, it is easy to compare two data sets. You can compare the current day with the previous day or the current month with the previous month. The filter logic ensures that the results remain consistent.
Agent / Queue Selector
After starting the client, the data for the logged-on agent is displayed in the chart. Using the dropdown at the top, different agents or queues can be selected. The available options in the dropdown vary depending on whether the user is an agent or a supervisor.
| Item | Description |
| Agents | Agents see themselves and all the queues they got any calls. If there were no calls yet for an agent in a queue, the queue will not be shown in the list. |
| Supervisors | Supervisors see themselves and agents they are supervisor for plus all the queues they or their agents got any calls. |
Additional features
| Item | Description |
| 1 | By using this button the chart area can be extended to wide view. |
| 2 | The little help icons sends you to this help page. The circle arrow icon resets the view to default. |
