Omnia Admin Reports: Agent Activity | Scribe

    Omnia Admin Reports: Agent Activity

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      **Access to this Report:** - Access to this report is based on your user role. You may not be able to access and view a specific report and all of its features if your role does not permit it.

      Accessing the Agent Activity Report

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      **Navigate to the Reports Section**: - Go to the [**Admin Portal**](https://app.voxo.co/dashboard) and sign in. - Click the **Reports** tab to expand it. - Select **Queues,** then **Agent Activity**.
      **Navigate to the Reports Section**: - Go to the [**Admin Portal**](https://app.voxo.co/dashboard) and sign in. - Click the **Reports** tab to expand it. - Select **Queues,** then **Agent Activity**.

      Viewing Agent Activity Records

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      **Understanding the Records Table:** - The records table provides detailed information about each agent's activity listed by Queue. The columns include: - **Name:** The name of the agent. - **Inbound Complete:** The number of completed inbound calls. - **Refused:** The number of refused calls. - **Wait Time:** The total wait time for all calls. - **Average Wait Time Per Call:** The average wait time per call. - **Queue Talk Time:** The total talk time within the queue. - **Avg Queue Talk Time Per Call:** The average queue talk time per call. - **Outbound Complete:** The number of completed outbound calls. - **Outbound Talk Time:** The total outbound talk time. - **Total Talk Time:** The total talk time for all calls. - **Pause Time Account Review:** The pause time for account review. - **Pause Time Break:** The pause time for breaks. - **Pause Time Lunch:** The pause time for lunch. - **Pause Time Meeting:** The pause time for meetings. - **Pause Time Personal:** The pause time for personal reasons. - **Pause Time Other:** The pause time for other reasons. - **Pause Time Total:** The total pause time. - **Logged In Time:** The total logged in time. - **Work Time:** The total work time.
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      **Sorting Columns:** - All column headers can be sorted. Click on a column header to sort the records based on that column.
      **Sorting Columns:** - All column headers can be sorted. Click on a column header to sort the records based on that column.

      Filtering Agent Activity Records

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      You can quickly filter records by date using the buttons at the top of the page: - **Yesterday** - **Last 10 Days** - **Last 30 Days**
      You can quickly filter records by date using the buttons at the top of the page: - **Yesterday** - **Last 10 Days** - **Last 30 Days**
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      **Accessing Filter Settings:** - Click on the **Filter** button to open the filter settings.
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      **Selecting Date and Time Range:** - In the filter settings, you can select a specific date and time range: - Use the calendar to pick start and end dates. - Adjust the time settings as needed. - You can also choose from predefined date ranges such as: **Last week, Last Month, Last 3 months, Last 6 months, Last year**.
      **Selecting Date and Time Range:** - In the filter settings, you can select a specific date and time range: - Use the calendar to pick start and end dates. - Adjust the time settings as needed. - You can also choose from predefined date ranges such as: **Last week, Last Month, Last 3 months, Last 6 months, Last year**.
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      **Selecting Distribution:** - You can filter the records by distribution: **Hourly, Daily, Monthly, None.**
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      **Filtering by Additional Criteria:** - You can further filter the records by additional criteria: - **Queues:** Select specific queues. - **Users:** Select specific users. - **Tag:** Enter a specific tag to filter by. Filtering by Tag will only apply to Inbound Queue Calls. - After setting your desired filters, click **Update** to apply them and update the records table.
      **Filtering by Additional Criteria:** - You can further filter the records by additional criteria: - **Queues:** Select specific queues. - **Users:** Select specific users. - **Tag:** Enter a specific tag to filter by. Filtering by Tag will only apply to Inbound Queue Calls. - After setting your desired filters, click **Update** to apply them and update the records table.
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      **Reset Filters**: - Click **Reset** to remove your filters and start over if needed.

      Exporting Records

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      **Export Records:** - To export the displayed records, click on the **Export** button located at the top right of the records table.
      **Export Records:** - To export the displayed records, click on the **Export** button located at the top right of the records table.

      Scheduling Agent Activity Reports

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      **Schedule a Report:** - Click the **Export** button. - Select **Schedule Report** from the dropdown.
      **Schedule a Report:** - Click the **Export** button. - Select **Schedule Report** from the dropdown.
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      **Configure Report Settings:** - Enter a name for the report. - Add recipient email addresses. Use commas to separate multiple emails. - Select the report frequency: Daily, Weekly, or Monthly. - Review the current filter settings. - Click **Schedule** to save the report schedule. - For more information, see the [**Scheduled Reports**](https://scribehow.com/shared/Omnia_Admin_Reports_Scheduled_Reports__W6AXJX2qQMK2RNHO1Mu0DA?referrer=documents) section.
      **Configure Report Settings:** - Enter a name for the report. - Add recipient email addresses. Use commas to separate multiple emails. - Select the report frequency: Daily, Weekly, or Monthly. - Review the current filter settings. - Click **Schedule** to save the report schedule. - For more information, see the [**Scheduled Reports**](https://scribehow.com/shared/Omnia_Admin_Reports_Scheduled_Reports__W6AXJX2qQMK2RNHO1Mu0DA?referrer=documents) section.
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      **Related Documents**: 1. [**Omnia Portal User Guide**](https://scribehow.com/page/Omnia_Portal_User_Guide__krO6wF6TQ86D0Kl4o1JLGg?referrer=documents)**:** Essential steps for navigating and using the Omnia User platform. 2. [**VOXO Mobile Application User Guide**](https://scribehow.com/page/VOXO_Mobile_Application_User_Guide__4pqc5ST2TY2R6f5pgzQvZw?referrer=documents): Key steps for navigating and using the VOXO Mobile app.