The IVR Routing Agent reports are listed below:
• Agent Performance by Callback Queue
• Agent Group Performance by Callback Queue
NOTE: To run IVR Routing Agent reports, select Reporter=>IVR Routing=>Callback.
IVR Routing Agent Performance by Callback Queue
The IVR Routing Agent Performance by Callback Queue shows callback queue statistical information for the agents you specify. (See Figure 188.)
The IVR Routing Agent Performance by Callback Queue report provides the following information:
Figure 188: IVR Routing Agent Performance by Callback Queue
IVR Routing Agent Group Performance by Callback Queue
The IVR Routing Agent Group Performance by Callback Queue shows callback queue statistical information for the agent group you specify. (See Figure 189.)
The IVR Routing Agent Group Performance by Callback Queue report provides the following information:
Figure 189: IVR Routing Agent Group Performance by Callback Queue