SCORING HISTORY

Filter to find and review results from the Operata Scoring module (if enabled)

Us the Search and Filters to find what you are looking for and use Actions to download to CSV

Note: The CSV download will be limited to the number of records displayed, use the records/page function at the bottom of the page to change to 10, 100 or 500 records.

WORKFLOW ACTIONS

Filter to find and review results from the Operata Workflow module (if enabled)

Us the Search and Filters to find what you are looking for and use Actions to download to CSV

Note: The CSV download will be limited to the number of records displayed, use the records/page function at the bottom of the page to change to 10, 100 or 500 records.

CALL STATS LOG

Filter to find and review the second-by-second call details shown in GET THE DETAILS  dashboard, then export to CSV.

Find the call you need and select Details to see the second by second detail.

The view changes to show all the second by second details - scroll to the bottom to change the number of records shown and scroll through the pages)

Add or remove data using the Columns field an use the Actions dropdown to export to CSV.

The Agent Status shows whether the Agent was 'Talk' ing to had the caller 'On Hold' for that second, the reason this is captured is to ignore the MOS and RTT for the 'On Hold' seconds as there is a known RTT issue with the AWS Connect method of playing an on hold message/music to Agents.

Note: The CSV download will be limited to the number of records displayed, use the records/page function at the bottom of the page to change to 10, 100 or 500 records

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