Creating a report for outcomes in bulk

[kyle.bryant]

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

[QueueMetrics]

If you use codes that match Sales, QC or Contacts, you should see that information by agent easily.

[kyle.bryant]

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%

[QueueMetrics]

This is likely a report that should be custom-created then. How would you like that report to be?

[kyle.bryant]

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.

[QueueMetrics]

That would be interesting. You would do a grouping for Sales, QC and Contacts?
 

[kyle.bryant]

Yes, but can it be done?

[QueueMetrics]

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.