The "Omnia Admin Reports: Agent Activity" guide provides administrators with detailed instructions on accessing and analyzing agent performance metrics within the Omnia Admin Portal. This document includes steps to navigate to the reports section, understand the records table, and use various sorting and filtering options to customize the data view. Additionally, it explains how to export records and schedule reports for regular updates.
Alert: Access to this Report:
- Access to this report is based on your user role. You may not be able to access and view a specific report and all of its features if your role does not permit it.
Accessing the Agent Activity Report
1. Navigate to the Reports Section:
- Go to the Admin Portal and sign in.
- Click the Reports tab to expand it.
- Select Queues, then Agent Activity.
Viewing Agent Activity Records
2. Understanding the Records Table:
- The records table provides detailed information about each agent's activity listed by Queue. The columns include:
- Name: The name of the agent.
- Inbound Complete: The number of completed inbound calls.
- Refused: The number of refused calls.
- Wait Time: The total wait time for all calls.
- Average Wait Time Per Call: The average wait time per call.
- Queue Talk Time: The total talk time within the queue.
- Avg Queue Talk Time Per Call: The average queue talk time per call.
- Outbound Complete: The number of completed outbound calls.
- Outbound Talk Time: The total outbound talk time.
- Total Talk Time: The total talk time for all calls.
- Pause Time Account Review: The pause time for account review.
- Pause Time Break: The pause time for breaks.
- Pause Time Lunch: The pause time for lunch.
- Pause Time Meeting: The pause time for meetings.
- Pause Time Personal: The pause time for personal reasons.
- Pause Time Other: The pause time for other reasons.
- Pause Time Total: The total pause time.
- Logged In Time: The total logged in time.
- Work Time: The total work time.
3. Sorting Columns:
- All column headers can be sorted. Click on a column header to sort the records based on that column.
Filtering Agent Activity Records
4. You can quickly filter records by date using the buttons at the top of the page:
- Yesterday
- Last 10 Days
- Last 30 Days
5. Accessing Filter Settings:
- Click on the Filter button to open the filter settings.
6. Selecting Date and Time Range:
- In the filter settings, you can select a specific date and time range:
- Use the calendar to pick start and end dates.
- Adjust the time settings as needed.
- You can also choose from predefined date ranges such as: Last week, Last Month, Last 3 months, Last 6 months, Last year.
7. Selecting Distribution:
- You can filter the records by distribution: Hourly, Daily, Monthly, None.
8. Filtering by Additional Criteria:
- You can further filter the records by additional criteria:
- Queues: Select specific queues.
- Users: Select specific users.
- Tag: Enter a specific tag to filter by. Filtering by Tag will only apply to Inbound Queue Calls.
- After setting your desired filters, click Update to apply them and update the records table.
9. Reset Filters:
- Click Reset to remove your filters and start over if needed.
Exporting Records
10. Export Records:
- To export the displayed records, click on the Export button located at the top right of the records table.
Scheduling Agent Activity Reports
11. Schedule a Report:
- Click the Export button.
- Select Schedule Report from the dropdown.
12. Configure Report Settings:
- Enter a name for the report.
- Add recipient email addresses. Use commas to separate multiple emails.
- Select the report frequency: Daily, Weekly, or Monthly.
- Review the current filter settings.
- Click Schedule to save the report schedule.
- For more information, see the Scheduled Reports section.
