Common Daily Agent Scorecard Report

The Daily Agent Scorecard displays detailed information about agent performance. To get started, select the Common Daily Agent Scorecard Report from the available standard reports section. Review Reports for a detailed overview of filter, export, and input control information.

Input Controls

Set the desired filter parameters with the input control. The Start Date and End Date can be generated as relative dates to today or specific dates by using DAY-X or clicking the calendar control to select a specific date.

You are able to select All, None, and Inverse to assist in bulk selection of options.

After selection, click Apply or OK to view the results.

The resulting report contains for the following columns

• Date

• Agent ID

• Week

• Day

• First Name

• Last Name

• Start of Activity

• End of Activity

• Total Activity

• Online Time

• Busy Time

• On the Phone Time

• Be Right Back Time

• Out to Lunch Time

• Away Time

• Outbound Handled

• Inbound Handled

• Total Handled

• RONA

• ROAA

• Average Talk Time In

• Average Talk Time Out

• Average Wrap-Up Time

• Productive Time Percent

• Talk Time Percent

• Busy Time Percent