Generate and Manage the Report
Refer to Creating a New Report for instructions on generating this report. Refer to Manage Reports for instructions on managing this report. The report is available for download.
Report Fields
| Field | Description | Example | Weekly Summary | Monthly Summary |
|---|---|---|---|---|
Date | Date (12:00 AM-11:59 PM)-figures grouped by Date and Channel. | 2023-01-25 | NA | NA |
Channel | Name of the channel. | Channel name | NA | NA |
Sessions | Number of conversations accepted by the agent. | 84 | NA | NA |
Total ACW | Total time the agent spent in After Call Work (ACW). | 323:21:23 | NA | NA |
Average ACW | Total ACW / Sessions. | 323:21:23 | SUM | SUM |
Holds | Number of times the agent placed conversations on hold. | 63 | AVG | SUM |
Total Hold | Total time the agent placed conversations on hold. | 323:21:23 | SUM | SUM |
Average Hold | Total Hold / Sessions. | 323:21:23 | SUM | SUM |
Total Handle | Sum of all handle times for each conversation by the agent. | 323:21:23 | SUM | SUM |
Average Handle | Total Handle / Sessions. | 323:21:23 | AVG | AVG |
Transfers | Number of conversations transferred from the agent. | 39 | SUM | SUM |
Transfer % | (Transfers / Sessions) * 100. | 38% | AVG | AVG |
Average CSAT | Sum of all CSAT values (1-5) / Number of sessions with scores. | 4.32 | AVG | AVG |