The Agent Interactions by Type - Grouped by Topic report provides a count of interactions handled by agents with columns for each type of interaction. The report is modeled after the Topic Summary Report, but counts the number of agent interactions created during the time frame, rather than the number of question interactions received.
To see summary information based upon when interactions were received, see either the Interactions by Type - Grouped by Topic or Topic Summary reports.
Setup Required
There is no setup required. The report uses standard iService interaction information.
Parameter Selection
Select the segment and time frame for the report.
Report Example
Click to expand
Report Legend:
Agent Response - Responses sent from the Message Queue pages, except for those marked as Send Secure (with notification).
Secure Agent Response - Responses sent from the Message Queue pages that were marked as Send Secure (with notification).
Save and Resolve - Interaction resolved by selecting the Save and Resolve action from the Message Queue pages.
Agent Email - Agent Email messages sent from the Customer Info page, except those marked as Send Secure (with notification).
Secure Agent Email - Agent Email messages sent from the Customer Info page that were marked as Send Secure (with notification).
Public Note - Notes created by the agent that were designated as Public. These may be entered from the Customer Info or Message Queue tab and include the notes saved when the Save and Resolve action is selected or the SPAM button is used.
Private Note - Notes created by the agent that were designated as PRivate. These may be entered from the Customer Info or Message Queue tab.
The date range of this report is based on the date and time the agent's interaction was completed, not the incoming question to which they may be responding.
