Reporting on Direct Agent Calls

The agent is not offered any post processing activity for a DAA call. Contact Center supervisors can track DAA calls through the Detailed Transactions Activity report.

To access the Detailed Transactions Activity report:

  1. In Agent Console, select Report from the Window menu.
  2. Generate a report based on the existing reporting template.
  3. Select New Report.
  4. Select Detailed Transaction Activity report template and click Next.

  5. Enter the desired time range and select the desired queues.
  6. Select Save and Run.

A new report generates and opens in Excel.

 


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