Call Recording – Agent Comparison Widget

You must have the default Administrator or Supervisor role or a custom role that includes the Reports > Recording Dashboard> Full Control permission to use the Agent Comparison widget.

The Call Recording - Agent Comparison widget can be customized by following these steps:

  1. Under the Call Recording – Agent Comparison title bar, make selections in the By Time drop-down (left) where the default is Last 12 Hours. Make selections in the By Group drop-down (right) where the default is All Calls.
    • By Time selection: On the left, select the time frame desired to analyze the data from the drop-down menu. Select from the following: Last 12 hours, Last 24 hours, Last 7 days, Last 14 days, Last 6 weeks, Last 12 weeks, Last 6 months, Last 12 months, Last 5 years, or Last 10 years. The default is Last 7 days.
    • By Group selection: On the right, drill the data to a single Playback or Recorder Agent Group. Select All Calls to average the data across all Playback Groups or select a specific Playback Group name to filter the data for that group. The default is All Calls.
  2. The chart or graph will update when the By Time and By Group filters are changed.
  3. The Sort button organizes the data points for easy readability. The button is on the right side and will change the data in one of three ways:
    • Alphabetically: Clicking on the button until the ABC button appears, sort the data in the chart by agent’s first name.
    • Ascending: Clicking on the button until the Up Arrowed Chart button appears, sort the data points in the chart by lowest to highest Reported Data values such as Average Call Length—Shorter calls on the left and longer calls on the right.
    • Descending: Clicking on the button until the Down Arrowed Chart button appears, sort the data points in the chart by highest to lowest Reported Data values such as Average Call Length—Longer calls on the left and shorter calls on the right.
  4. Below the chart of results, choose the type of Reported Data from the Scrollable Options bar using the left and right arrows. Clicking on one of these selected buttons to view the following:
    • All Calls: Compare the data for all calls within the designated time period or group.
    • Inbound Calls: Compare the data for only incoming calls within the designated time period or group.
    • Outbound Calls: Compare the data for only outgoing calls within the designated time period or group.
    • Agent Initiated Calls: Display the data for only agent initiated calls within the designated time period or group.
    • Average Call Length: Display the average call duration in minutes for the designated time period or group.
    • Total Talk Time: Display the total talk time in hours for the designated time period or group.
    • Total Hold Time: Displays the total hold time in hours for the designated time period or group.
    • % Time on Hold: Displays the percentage of time on hold versus the total time of the call in hours for the designated time period or group. The values will be rounded to the nearest tenth percent (i.e. xx.x%).
    • Total Pause Time: Displays the total pause time in hours for the designated time period or group
    • % Time on Pause: Displays the percentage of time on pause versus the total time of the call in hours for the designated time period or group. The values will be rounded to the nearest tenth percent (i.e. xx.x%).