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More friendly agent activity/performance reports

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edited Jan 28, 2021 3:06AM in Reporting & Analytics for B2C Service 3 comments

Summary

Any suggestions or examples of more user friendly agent activity/performance reports?

Content

Hi

Our users are wanting better options to report on their groups and agent’s activity/performance – basically answering the questions:  What has my team (or a particular staff member) worked on within a certain period of time. e.g. How many incidents assigned to them, how many responses sent, how many reassigned to another person, how many reassigned to another group and how long these things have taken.

I’ve been looking at the Agent Reports (\Public Reports\Service\Agent Reports) and while some of the information is covered in them, it’s seems to be all over the place and often it’s not clear what the differences between the various reports are.

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