The Agent Call Report is useful as a high level view of a call center agent's distribution of call types.
The following metrics are significant:
| Legacy Metric |
Akixi Metric |
|
Name
|
ACD Agent Name |
| Calls Presented |
Inbound ACD Calls |
| ACD Calls |
Inbound ACD Answered |
| Outbound ACD Calls |
(not used)* |
| Route Point Calls |
(not used)* |
| Outbound Route Point Calls |
(not used)* |
| Inbound Calls |
Inbound Calls |
| Outbound Calls |
Outbound Calls |
| Internal Calls |
Inbound Internal Calls |
* these metrics were not enumerated with the call center types used in Broadsoft, so they were always only going to show a null value. When we remake a report, we can improve it by eliminating junk data.
- Load the Default report: Enhanced Call Center Reports > ECCR Agent Reports Agent Call
- Load the report from your ECCR Agent Reports folder in the library
- Modify the report
- Open the Fields section of the Modify Report window (Basic or Advanced)
- Remove the ACD State Icon if you want to have this report used as a historical report (ACD State Icon is a real-time metric, not a historical one. If you don't remove it, it simply will not display on the report)
- Change the name of "Inbound Internal Calls" field to "Internal Call
- Change the time range in the Report menu
- Change the name of the report to something that makes sense
- Hit the OK button to save these changes
This video shows these steps (video has no sound):
