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Running QueueMetrics / Creating a report for outcomes in bulk
« on: March 17, 2010, 11:48:24 »
I need to compile a report for agent outcomes which they complete after each call. Currently i run a custom report and select dates and times then outcome tabs it shows the outcomes which were selected but it doesnt show the percent each agent gained.
The report gives a conversion rate for sales per call but I have alot of outcomes and ask agents to compelete outcomes on at least 90% of calls for bonus and incentives. For me to look at the overall outcomes for an agent for a week I have to filter by every agent name (hassle) which then gives me a report of how many calls they took to which outcomes they processed.
Is there anyway to bulk this information ? So i can see agent 1 = 30%sales, 30%information 40% none completed as so forth
Please help
The report gives a conversion rate for sales per call but I have alot of outcomes and ask agents to compelete outcomes on at least 90% of calls for bonus and incentives. For me to look at the overall outcomes for an agent for a week I have to filter by every agent name (hassle) which then gives me a report of how many calls they took to which outcomes they processed.
Is there anyway to bulk this information ? So i can see agent 1 = 30%sales, 30%information 40% none completed as so forth
Please help