Purpose and Features
The MT Interval Status Performance Report allows tracking of customer representatives’ status durations at 15-minute, 30-minute, and 1-hour intervals. This provides a detailed measurement of how long agents spend in each status throughout the day.
Key features of the report include:
Maximum 1-month data range can be retrieved.
Same-day reports cannot be generated; data is only available after the day ends.
Status durations are logged when an agent exits a status. If the agent remains in a status until the reporting date, that duration will not appear in the report. However, once the agent logs out at the end of the day, all durations are automatically recorded.
The report provides separate columns for different statuses (Available, Ringing, Dialing, Talking, Chat, After Call Work, Wrap-Up, Break, Lunch, Meeting, Training, Conference, Back Office, Hold Time, Not Answering, Preview, Preview Available, Preview Wrap-Up, Custom Status, etc.).
Each interval includes a Total Duration column.
Benefits
This report offers significant advantages to improve operational efficiency and facilitate team management:
Performance Monitoring: Managers can analyze how agents allocate their time across different statuses, enabling productivity evaluations.
Operational Planning: By monitoring breaks, meetings, trainings, and back-office tasks, workforce and schedule planning can be optimized.
Quality and Process Improvement: After Call Work, wrap-up, and hold times can be analyzed to identify opportunities for process enhancements.
Flexibility: With different interval options (15 minutes, 30 minutes, 1 hour), the report provides analysis at the desired level of detail.
Setup and Usage
The MT Interval Status Performance Report is designed with user-friendly filters for easy reporting.
You can access it via:
Reporting > General > Customer Representative > MT Interval Status Performance Report
Click the Create button to display available filters.
Select the desired filters (date range, interval, agent, etc.).
Click Create again to generate the report.
Filters:
Agents
Start Date & Finish Date
Interval (15 minutes, 30 minutes, 1 hour)
Start Time & Finish Time
Duration Unit (Seconds, Minutes, Time)
The generated report can be downloaded by clicking the Download button.
Example Report Output
