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| | Reports and statistics are available to you through the main menu. Click the tabs below to view information about each of the report types: | | Reports and statistics are available to you through the main menu. Click the tabs below to view information about each of the report types: |
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| − | <div class="cloud-tabberlive-wrapper">
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| − | <tabber>
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| − | Reports=
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| − | <div class="cloud-wrapper">
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| − | <div class="cloud-left">
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| − | The Reports view for voice interactions displays two pages: '''My Call Activity''' and '''My Handle Time'''. To navigate between the pages, use the arrows on the left and right side of the adapter.
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| − | * On the '''My Call Activity''' page, you can view a diagram that represents the averages of calls per hour and call time. Call Activity metrics include Total calls, Inbound calls, Outbound calls, Internal calls, and Consult calls.
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| − | * On the '''My Handle Time''' page, you see metrics in minutes) for Total time, Talk time, Wrap Up time, Ready time, and Hold time.
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| − | [[File:Gplus_adp_chat_reports.png]]
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| − | </div>
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| − | </div>
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| − | My Statistics=
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| − | <div class="cloud-wrapper">
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| − | <div class="cloud-left">
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| − | The '''My Statistics''' page of the adapter displays the list of your statistics, otherwise known as Key Performance Indicators (KPIs).
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| − | You can access the My Statistics page from the main menu at the top corner of the adapter. The statistics that you see depends on how your administrator has configured your account. For example, you might see agent statistics, skill statistics, or both. If your adapter does not include a My Statistics option on the main menu, your administrator might not have added any statistics to your agent account. In this case, contact your administrator.
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| − | [[File:Gplus_adp_chat_mystatistics_ex.png]]
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| − | You can expand sections by clicking the arrows next to the section title.
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| − | You can also type a value into the search field to filter the list of statistics that are displayed.
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| − | '''Note:''' Statistics about the Routing Points, Queues, and so on, are displayed in the [[Contact Center Statistics]] tab.
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| − | Contact Center Statistics=
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| − | <div class="cloud-wrapper">
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| − | <div class="cloud-left">
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| − | The Contact Center page on the adapter displays a summary of your Routing Point metrics, which might include:
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| − | *Average Waiting Time
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| − | *Waiting Calls
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| − | *Max Wait Time
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| − | *Service Level
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| − | *Abandoned
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| − | *Answered
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| − | Your adapter might display more, or less, metrics depending on how your administrator has configured the Contact Center Statistics view.
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| − | [[File:Gplus_adp_ContactCenterStatistics.png]]
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| − | You can also type a value into the search field to filter the list of statistics that are displayed.
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| − | </div>
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| − | </div>
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| − | </tabber>
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| − | <div style="clear: both;"> </div>
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| | [[Category:V:HTCC:8.5.2DRAFT]] | | [[Category:V:HTCC:8.5.2DRAFT]] |
