Multimedia Employee reports provide statistics on employee groups to reflect multimedia behavior and the service experienced by clients.

The Employee reports are listed below:


• Employee Group by Employee by Agent
• Employee Group Performance by Employee by Queue
• Employee Inbound Trace

 

 



Multimedia Employee Group by Employee by Agent

The Multimedia Employee Group by Employee by Agent report shows multimedia agent performance and shift time statistics for employees' agents, across an employee group. The media server field indicates the type of contact to which the statistics pertain. For example, statistics for an employee's chat agent are located in the same row as the chat server. (See Figure 157.)

The Subtotal row for Total shift time (hh:mm:ss) displays only the highest logged shift time for an employee's agents. For example, if an employee's chat agent worked a four-hour shift and their email agent worked a five-hour shift, the Subtotal row displays five hours.

The Multimedia Employee Group by Employee by Agent report provides the following information.

 

 




Figure 157: Multimedia Employee Group by Employee by Agent

 

 

 

 



Multimedia Employee Group Performance by Employee by Queue

The Multimedia Employee Group Performance by Employee by Queue report shows the contact workload distribution across the employees in an employee group, by queue. It reports the contact statistics in hours, minutes, and seconds, and provides contact counts across employees. (See Figure 158.)

The Multimedia Employee Group Performance by Employee by Queue report provides the following performance information across employees:

 

 

 




Figure 158: Multimedia Employee Group Performance by Employee by Queue

 

 

 

 



Multimedia Employee Inbound Trace

The Multimedia Employee Inbound Trace report shows contacts sent to employees in your contact center and provides a high-level view of how employees handled these contacts. The report breaks down contacts into conversation segments, determined by specific reasons. Sample reasons include when the contact was delivered to the queue, if the employee declined the contact, and if an Account Code was entered.

You can use the Multimedia Employee Inbound Trace report to determine how contacts are being handled in your organization. For example, you can see if requeues are occurring or if conversations are bouncing from queue to queue.


NOTE:
• For Employee Conversation Detail and Multimedia Employee Trace reports, on the Basic tab, you can select 'Create one report for each of the employee's supported media servers'. This option creates reports for each of the employee's media types, based on the media server to which their devices are associated. An employee-level report will also be created. Otherwise, a single employee-level report will be created.
• For email, conversation segments represent one exchange between agent and customer. A single conversation will not represent an ongoing email exchange.
• We do not recommend printing this report due to its size. However, if you do wish to print this report, please modify the size manually as it spans multiple pages.

You can filter the Multimedia Employee Inbound Trace report to
• Include conversation segments that extend outside the date range
• Include only specific types of conversation reasons (select from 'Cause' and 'Call type' lists provided)  NOTE: 'Cause' refers to email, chat, and SMS segment reasons. 'Call type' refers to voice segment reasons.
• Suppress visual formatting for improved readability if you want to format the report in Excel. Filter applicability varies by media type.

Table 12 defines the reasons for chat, email, and SMS segments in the Multimedia Employee Inbound Trace report. Table 13 defines the reasons for voice segments. A description of the fields in the report follows.

Figure 159 provides an example of a Multimedia Employee Inbound Trace report.


Table 12: Multimedia Employee Inbound Trace Reason type: Chat, email, and SMS

 

 

Table 13 defines the reasons for voice segments

 

Table 13:  Multimedia Employee Inbound Trace Reason type: Voice 

 

The Multimedia Employee Inbound Trace report provides the following information: 

 

 


 

Figure 159: Multimedia Employee Inbound Trace