NextOS Call Center: Agent Call By Skill Report

This is a report that can be run from the Supervisor Dashboard. Click here to return to the Supervisor Dashboard article. 
 

From the main dashboard, select Reporting at the top right. 

Report Input

Scope: Select all agents or a set of agents.

Type: Run reports over a selected period of time. See real time changes, or set up regular emails for the report.

Sampling: Reports can be broken down into different increments of time. For 15 or 30 minutes, the time frame of a historical report has to fall into 15 or 30-minute increments cleanly.

Output Format: Export the report into an Excel or PDF document if real-time data is not needed.

NOTE: Real-time reports can only be viewed as HTML as they are updated automatically.

Report Output

This report produces a pie chart and table with data.  The pie chart is a representation of the total calls for the period, while the table provides individual data for each agent, representing the number of calls received at specific skill levels.