Invite Action Performance By Agent Report

This report provides detailed information about how many times an invite action was triggered by an agent. It is a useful source for tracking the performance of each invite action.

DB View

This report maps to this DB View: AgentTriggeredActionView.

Enter Parameter Values for an Integrated Installation

If you are running Reports in an integrated Response Live installation, refer to this section. If you are running Reports in a stand alone Response Live installation, refer to the section for stand alone reports.

Find Criteria

All

Select all criteria.

Date Range

Select this option to find by a date range. The database searches for completed messages within this date range. Select the date range from the menu:

Today
This Week
This Month
This Year
Yesterday
Last Week
Last Month
Last Year

Fields

Select this option to search using the available query fields.

User in

Select the department to which the user is assigned.

Name

Select from more than one choice.

iChannel Name

Select a specific iChannel from list.

Name

Select from more than one choice.

Date Predefined Range

Select the date range you want to search from the menu. The choices are:

Today
This Week
This Month
This Year
Yesterday
Last Week
Last Month
Last Year

Date Value Range

Enter the date range you want to report to cover.

Beginning Date – Type the start date of the period you want the report to cover. The format is MM/DD/YYYY.
Ending Date – Type the end date of the period you want the report to cover. The format is MM/DD/YYYY.

Enter Parameter Values for a Stand Alone Installation

If you are running Reports in a stand alone Response Live installation, refer to this section. If you are running Reports in an integrated Response Live installation, refer to the section for integrated reports.

Find Criteria

All

Select all criteria.

Date Range

Select this option to find by a date range. The database searches for completed messages within this date range. Select the date range from the menu.

Fields

Agent Group

Select from more than one choice.

Agent Name

Select from more than one choice.

iChannel

Select a specific iChannel from list.

Action Name

Select from more than one choice.

Beginning Date

Type the start date of the period you want the report to cover. The format is MM/DD/YYYY.

Ending Date

Type the end date of the period you want the report to cover. The format is MM/DD/YYYY.

Report Results

The following table describes the information provided in the Agent Triggered Invite Action Performance Report columns.

Column	Description
Action Name	Displays the name of the action executed.
Total Count	Displays the total number of times the action was executed.
Accepted Count	Displays the number of times the action was accepted by customer.
Accepted Percentage	Displays the percentage of times the action was accepted by customer.
Rejected Count	Displays the number of times the action was rejected by customer.
Rejected Percentage	Shows the percentage of times the action was rejected by customer.
Expired Count	Indicates the number of times the action was not acted upon by customer.
Expired Percentage	Displays the percentage of times the action was not acted upon by customer.
Unknown Count	Indicates the number of times the system generated an error action.
Unknown Percentage	Displays the percentage of times the system generated an error actio

Output

Select the output that you want the report to be delivered in. This can be DHTML, HTML, Applet, PDF, text, Excel, PS (PostScript), RTF and XML.

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