Account Code Summary by Agent
When an agent receives/makes a call, they will have the option to add account codes to a call. This is done within the "Codes" tab when logged into the Contact Center Agent Client. Account codes are used to provide valuable information on who the agents are speaking with and for what reasons. For more information on account codes, see this article.
The Account Summary by Agent report is separated into sub reports based on the agents you select. Once the agents have been selected, each sub report lists the selected account codes, with columns showing the agent's specific statistics. All of this information is filtered by both account code and agent. The report is separated by agents. To see each agent's information in full detail, click "open," which is located at the end of each group's column.
The Account Code Summary by Agent report is a Summary report. This means that each account code selected will be displayed on its own line next to the specific statistics for the given report.
This report is a summary of the configured account codes and displays a summary (totals) of the account codes selected at run time.
Report Column Descriptions
Account Code
This column displays the selected account codes that have been chosen to report on.
Total Calls
This column displays the total number of calls for the specified agent that were associated with the given account code.
Total Chats
This column displays the total number of external chats for the specified agent that were associated with the given account code.
Total Call Duration
This column displays the total combined duration of calls for the specified agent that were associated with the given account code.
Avg Call Duration
This column displays the average duration of calls for the specified agent that were associated with the given account code.
Total Talking Duration
This column displays the total combined talking duration of calls for the specified agent that were associated with the given account code.
Avg Talking Duration
This column displays the average duration of calls for the specified agent that were associated with the given account code.
Total Chat Duration
This column displays the total combined duration of all external chats for the specified agent that were associated with the given account code.
Avg Chat Duration
This column displays the average duration of all external chats for the specified agent that were associated with the given account code.
Updated 11 months ago