Agentless Productivity Report

Use the Agentless Productivity Report to forecast and track the success of an agentless Contacts made without a live agent for tasks such as one-way delivery of information or messages.. ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge based on performance per ports Where 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 ACD skill was started
Stop	Time the skill was stopped
Duration	Duration of hours that the skill was running.
Ports - min	Minimum number of ports Where 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 disposition Result 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. callbacks Holds 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))].