Agent Activity Report
The Agent Activity report permits managers to examine the productivity of their representatives. It summarizes agent activity (case counts, actions performed, enclosures entered, and letters entered).
The report allows you to include a detailed listing of the contact activity and to view the representative’s activity. Three contact method total columns can be added to the report, along with the initial responsible rep Total column and the totals of the currently Open items where the agent is the responsible rep.
To access the Agent Activity Report:
From the Application Function Bar, navigate to Reports > Reports Admin > Case Reports > Agent Activity Report.
Report Options
The following options are available for this report:
Field | Description |
|---|---|
View As | Select the output type of the report. For more information, see Report Output Types. |
Report Title | Enter a title that will appear at the top of the report. |
Time Frame | This is the time frame that will be used for selecting data to appear on the report. |
From Date / Thru | Select the date range for data to include on the report. |
Origin Code 1 - 3 | Select the origin code (method of contact) to include on the report. This provides a count, percentage of the total, and a total count of the activity which came from the selected contact method. Choose from the existing B05 codes. You may choose up to three Origin codes to include on the report. You can have the report show all the other codes by leaving the code blank and entering a label for that Origin. This will allow the counting of up to 2 specific codes and then a count of all other cases except those included in the first 2 counts. The Total column represents all cases matching the date criteria, regardless of if it was included in the 3 counts by Origin. |
Label | Enter a label to use as the column heading for each Origin Code field included on the report. |
Show Queues | Include activity from queues on the report. The system user's User Type column determines if a user is considered a Queue or not. |
Apply Threshold to Any Value | Select this check box to apply the Threshold to all total columns. At least one column must meet the threshold value to display in the report results. |
Threshold | Enter a threshold value to filter the report. Any rows where the Total column is less than the specified value are removed from the report results. |
Letter Count Method | Determines how letters are counted. Choose from the following:
|
Enclosure Count Method | Determines how enclosures are counted. Choose from the following:
|
Results Language | Select the results language for the report. For more information, see the Results Language section on page Reports Overview. |
Results
This report provides counts for the activities that are selected in columns. The following counts can be included on the report:
The Actions column consists of all actions that have a create date between the dates entered on the options grouped by the user who performed the action.
The Cases column consists of all cases with a current status of Open and have a received date between the dates entered on the options grouped by the current responsible rep for the case.
The Issues column consists of all issues with a current status of Open and have a date added between the dates entered on the options grouped by the current assigned to rep for the issue.
The Letters column consists of all letters that have a create date between the dates entered on the options grouped by the user who added them to the case.
The Enclosures column consists of all enclosures that have a create date between the dates entered on the options grouped by the user who added them to the case.