Script Result - Agent Group Volume

Script Result - Agent Group Volume report shows information on questions and answers of a script per a group of agents. The groups can be defined in System Configurator Reporting > Reporting Groups. Reports are based on the data in the Contact universe in SAP BusinessObjects Business Intelligence.

To filter data displayed in the report, define the following filters:

Table 1. Filters

Parameter

Description

Year

Choose one of the years available in the time dimension. The default value is the year of the previous day.

Month

Choose one of the months filtered by the year selection. The default value is the month of the previous day.

Day

Choose one of the days filtered by the month selection. The default value is the previous day.

Application

Choose the application you are interested in. The default value is All.

Queue

Choose the queue you are interested in. The default value is All.

Group

Choose the reporting group of agents you want to see in the report.

Agent

Choose the agent you are interested in. The default value is All.

Script

Choose the scripts included in reporting. The default value is All.

Question

Choose the questions included in reporting. The default value is All.

Answer

Choose the answers included in reporting. The default value is All.

The report includes reporting data for the following items for the set search parameter values:

Table 2. Report Column Descriptions

Column

Description

Group

Agent group’s name

The groups can be defined in System Configurator Reporting > Reporting Groups.

Saved Scripts/Questions

Number of saved scripts and questions

Script Name

Script name

Script Question

Question text

Script Answer

Texts for each answer option

Number of Answers

Numbers of given answer options

If answers are numeric options, their average is shown as well. For survey IVRs, averages are calculated only if it is enabled when the question is defined in the menu or field element.

Answers / Question

Number of answers per saved questions (x100)

Note that if the customer has chosen more than one answer option, the sum of the percentages can be over 100.

Script Answers / Saved Scripts

Number of answers per saved scripts (x100)

Note that if the customer has chosen more than one answer option, the sum of the percentages can be over 100.