The purpose of this report is show performance of the CSRs for a specific time period.

Search Criteria

The report can be searched on the following criteria:

• Date (standard criteria plus custom date range)

Report Columns

The report displays the following columns:

• CSR
• Average Hold Time
• Average Call Time
• Opportunity Booking Rate
• Booked Call Rate
• Total # of Calls Answered
• Average Calls per Day

Definitions

Let's assume a CSR answered 10 calls, with 4 of them marked as "Eligible for Booking" and 3 of them resulted in a new Service Call.

• Opportunity Booking Rate = 40% (4 Eligible for Booking out of 10 total calls)
• Booked Call Rate = 75% (3 out of 4 Eligible for Booking calls resulted in a service call)