AltiGen MAXCS 7.0 AltiReport User Manual
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Table of contents
Document Outline
- Contents
- Installation and Access
- Using AltiReport
- The Reports
- Agent Reports
- 1101 - Agent Activity Event
- 1102 - Agent Call Detail Report
- 1201 - Agent Performance Summary
- 1202 - WG Calls and Direct Call Activity Summary Report
- 1203 - Agent State Summary Report
- 1204 - Agent WG Inbound Calls Summary Report
- 1205 - Agent WG Outbound Calls Summary Report
- 1206 - Agent Direct Calls Summary Report
- 1301 - Agent Call Volume Analysis
- 1302 - Agent Average WG Call Handling Time Analysis
- 1303 - Agent % Contribution to each WG (Inbound/ Outbound)
- 1304 - Agent WG Call Answering Time Distribution
- Workgroup Reports
- 2101 - Workgroup Call Detail Report
- 2201 - Workgroup Agent(s) State
- 2202 - Workgroup Agent(s) Performance Summary
- 2203 - Workgroup Agent Call Activity Summary with % Analysis
- 2204 - Workgroup Agent Call/Time Contribution % Comparison
- 2205 - Workgroup Inbound/Outbound Call Summary with % Analysis
- 2206 - Workgroup Inbound Calls Wait Time Summary
- 2207 - Workgroup Inbound Call Handling Summary
- 2208 - Workgroup Outbound Call Handling Summary
- 2209 - Workgroup Service Level Summary Report
- 2301 - Workgroup Inbound Answered Calls Wait Time
- 2302 - Workgroup Inbound Abandoned Calls Wait Time
- 2303 - Workgroup Inbound Overflowed/Redirected Calls Wait Time
- 2304 - Workgroup Inbound Calls Handling Time
- 2305 - Workgroup Outbound Call Handling Time
- 2306 - Workgroup Inbound Call Priority
- 2307 - Workgroup Cumulative Inbound/Outbound Calls
- 2308 - Workgroup Cumulative Inbound Calls Wait Time
- 2309 - Workgroup Cumulative Inbound Calls Analysis
- 2310 - Cumulative Outbound Calls Handling
- 2311 - Total and % Inbound Calls ANS/ABN/OFL
- 2312 - Total & % WG Inbound Calls in Queue
- 2313 - Average Call Handling Time
- 2314 - Total Outbound Calls
- 2315 - Total Outbound Calls Handling Time
- 2316 - Daily Max Number of Calls in Queue
- 2317 - Daily Longest Queue Time
- 2318 - Daily Real Time Service Level
- 2319 - Historical Service Level Summary Report
- DNIS Reports
- Agent Reports
- Index