How to access information of your operators’ activity?
Here we’ll be showing you detailed information about the Operators report.
Lectura estimada: 05 minutos
In this report you’ll be able to verify any data and figures related to all activities operators carry out inside the platform. Additionally, you can filter information by time period, operator, service queue and functions. In the starting window you can observe your operators’ statuses, number of operators that are online, occupied, on pause, on lunch break, training somebody else, or offline. You can view a comparative list between online and offline operators per hour as well.
Also, you can observe each operator’s status in more detail by filtering by function, queue and the duration of their current status, in order to obtain a complete overview for each and every operator.
Should you need to, you can download these records in .xlsx format and analyze it over externally on Excel.
Glossary
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Time period: you can filter by the time period in which you wish to verify what phone calls have been made.
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Operators: you can filter by operator to view their individual performance.
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Queues: you can filter by service queue available for operators.
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Functions: you can filter by functions assigned to each user, including custom functions.
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Online: number of operators online in the selected time period.
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Busy: number of operators busy in the selected time period.
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On Pause: number of operators on pause in the selected time period.
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Training: number of operators in training during the selected time period.
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Offline: number of operators offline in the selected time period.
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Statuses per hour for Operator: percentage division of the statuses for each operator, among the default statuses: online, busy, on pause, lunch break, training and offline.