QueueMetrics forum
QueueMetrics => Running QueueMetrics => Topic started by: kyle.bryant on March 17, 2010, 11:48:24
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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
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If you use codes that match Sales, QC or Contacts, you should see that information by agent easily.
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i do use outcomes which are classed as sales, QC or just contacts, but as i say it only shows the sales percentage, in the report i run it will only show the amount of times a certain agent logged the contact as sales,
Agent name Avail. Bill. NonB. Sales QC. Cont. SPH QCPH CPH CONV QCONV
CC Macgillivray 4:08:01 93.1% 18:29 6.9% 23:29 8.8% 19 19 57 4.3 4.3 12.8 33.3% 100.0%
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This is likely a report that should be custom-created then. How would you like that report to be?
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i would like the report to read:
Agent Name Number Calls Contacts Sales % outcomes completed
Agent 1 100 50 20 70%
so this tells me that the agent has logged 50 call outcomes which are classed as contact 20 which are sales and gives me a percent out of the amount of calls which are taken.
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That would be interesting. You would do a grouping for Sales, QC and Contacts?
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Yes, but can it be done?
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At the moment this is an (interesting) proposal for a new development.
If you need to have it custom-implemented quick, please contact our development team so they can do that.