Required security profile permissions: Outbound Report Store Supervisor View
Use the Agentless Productivity Report to forecast and track the success of an agentlessContacts made without a live agent for tasks such as one-way delivery of information or messages.. skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge based on performance per portsWhere information transfers, over a network, between a computer and a server. utilized.
Agentless Productivity is one of the Personal Connection Outbound reports available from the Outbound Report Store.
Columns
| Column | Description |
|---|---|
| Date | Date of activity. |
| Start | Time the skill was started |
| Stop | Time the skill was stopped |
| Duration | Duration of hours that the skill was running. |
| Ports - min | Minimum number of portsWhere information transfers, over a network, between a computer and a server. in use during the time period. |
| Ports - max | Maximum number of ports in use during the time period. |
| Port Hrs | Sum of contact time. |
| Presented | Calls presented during the time the skill was running. |
| p/hr | Average presented calls per port hour. |
| Attempted | Calls attempted during the time the skill was running. |
| p/hr | Average attempted calls per port hour. |
| % | Percent of presented calls that were attempted (attempt/presented). |
| Answered | Calls that were answered during the time the skill was running. |
| p/hr | Average number of answered calls per port. |
| % | Percent of attempted calls that were answered (answered/attempted). |
| Ans Mach | Number of answered calls that were dispositioned as answering machines. |
| p/hr | Average number of answering machines per hour. |
| % | Percent of answered calls that were answering machines. |
| Live Voice | Number of answered calls that were defined as live voice. |
| p/hr | Average number of live voice calls per hour. |
| Positive | Number of live calls that had a positive dispositionResult that the agent or system assigns to the contact when the interaction ends.. |
| p/hr | Average number of positive outcomes per hour. |
| Amount $ | Total amount captured. |
| p/hr | Amount per hour. |
| Negative | Number of negative outcomes per hour. |
| p/hr | Percent of negative outcomes per hour. |
| Other | Number of other outcomes (besides positive and negative). |
| p/hr | Percent of other outcomes per hour. |
| Followup | Number of calls requesting followup (a.k.a. callbacksHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue.). |
| p/hr | Number of followups per hour. |
| Conv % | Conversion rate [(positives/(positives + negatives))]. |
