Agent Call Reports Definitions

Agent Call Reports Definitions

Info
Module: Reports
Path: Reports > Performance Reports > Agent Call Reports
Topic: Agent Call Reports
Version(s):  5.1 and up
Editions: All

What Is Agent Call Reports

  1. Performance Reports
    1. Agent Call Reports - These drill-down reports display agent call statistics such as talk time and calls answered

Making The Connection

Where Will I See This Within OLX?

This report is based on call collector data (not calls entered in OLX). This report filters out dropped calls and calls with a call type that is not IN, so dropped calls are not included in # In. Employees are matched based on the employee being currently logged into the extension the call came in on.

What Imports/Exports Relate to Agent Call Reports?

  1. At this time there are no imports/exports related to the report

Setup


Preview



You'll notice control buttons displayed just above the results. Review Report Tools (orderlogix.com) article for more information on how to utilize each control button. :
  1. View Report  - Displays results
    1. Displays the toolbar 
  2. Hide Controls - Hides report filters
    1. Show Controls - Displays report filters
  3. Show Schedules  - Displays schedule editor
    1. Format filter will display at top of screen
    2. Delivery and Encryption tabs will display on bottom left of screen
  4. Show Instances - Displays list of previously ran and pending reports. Click on the status to review the job log.
  5. Close  - Close out of the report popup.

Report Definitions

Using Calendar Icon to Set Date(s) is a good article to review when running reports manually or scheduling for automation.

Filters

Filter
Definition
Date Type
  1. User Selected
    1. Allows the user to select any calendar day for start and end range.
  2. Last Week (S)
    1. The previous week starting with Sunday will automatically be set in the Date Range
  3. Last Week (M) 
    1. The previous week starting with Monday will automatically be set in the Date Range
  4. This Quarter
    1. Date Range will set to the current quarter based off the current date and which quarter it falls in:
      1. First quarter, Q1: 1 January – 31 March (90 days or 91 days in leap years)
      2. Second quarter, Q2: 1 April – 30 June (91 days)
      3. Third quarter, Q3: 1 July – 30 September (92 days)
      4. Fourth quarter, Q4: 1 October – 31 December (92 days)
  5. Last Year
    1. Jan 01 of previous year to Dec 31 of previous year
  6. Last Month
    1. Day one of previous month to the last day of the previous month
  7. This Week (S) - Sunday
    1. Current week from Sunday to the following Saturday
  8. This Week (M) - Monday
    1. Current week from Monday to the following Sunday
  9. This Month
    1. First day of current month to last day of current month
  10. This Week to Date (S) - Sunday
    1. Sunday of current week to current date
  11. This Week to Date (M) - Monday
    1. Monday of current week to current date
  12. This Month to Date
    1. First day of current month to current day
  13. Tomorrow
    1. Current day plus one
  14. Now to End of Week (S) - Sunday
    1. Current day the next Sunday
  15. Now to End of Week (M) - Monday
    1. Current day to the next Monday
  16. Now to End of Month
    1. Current date to last day of the current month
  17. Now to End of Year
    1. Current date to Dec 31 (current year)
  18. Last Quarter
    1. Date Range will set to the previous quarter based off the current date and which quarter it falls in:
      1. First quarter, Q1: 1 January – 31 March (90 days or 91 days in leap years)
      2. Second quarter, Q2: 1 April – 30 June (91 days)
      3. Third quarter, Q3: 1 July – 30 September (92 days)
      4. Fourth quarter, Q4: 1 October – 31 December (92 days)
  19. This Quarter To Date
    1. Date Range will set to the current quarter based off the current date up to the current dates data:
      1. First quarter, Q1: 1 January – 31 March (90 days or 91 days in leap years)
      2. Second quarter, Q2: 1 April – 30 June (91 days)
      3. Third quarter, Q3: 1 July – 30 September (92 days)
      4. Fourth quarter, Q4: 1 October – 31 December (92 days)
  20. Year to Date
    1. Jan 01 (current year) to current date
Fiscal Week
(only shows during manual run when utilizing User Selected Date Type above)
This will set the below Date Range to the Monday - Sunday date range selected from this drop down.
The date the call came in
Report Layout
3-layer filter to display report data (see Grouping below)

example if set to Order Date/Order ID/ DNIS:

Expand
  1. None
    1. will not expand any of the selected groupings and only show the first layer of the Groupings set in Report Layout
  2. One
    1. will expand only the first Grouping to display the first and second layer of the Groupings set in Report Layout
  3. Two
    1. will expand all Groupings to display all layers of the Groupings set in Report Layout
Format
(only shows when setting up a schedule)
This is the format that the report will export in:
  1. PDF
  2. Excel
  3. CSV
The team of the employee who took the call
The employee who took the call
Show Inactive (Employee)
Show in the report:
  1. Checked - show active and inactive Employees
  2. Unchecked - only show active Employees

Grouping/Report Layout

Grouping
Definition
The date the call came in
The DNIS of the source of the call
The employee who took the call
Fiscal Week
The fiscal week the call came in
The campaign of the source of the call
The team of the employee who took the call



 Column Definitions

Column
Definition
# In
Number of calls that came into the call collector
# Answ
# In - # Short
# Short
Number of short calls in the call collector
Talk Time
Total call duration for that grouping level
Ring Time
Total ring duration for that grouping level
Grand Totals
Sum of column(s)





Copyright 2019
Revised 2.13.2026

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