Step 1 - Select your Team View & Date Range
In the top left corner you will see the View option. Here you will select your desired team to view along with the desired date range.
Please note this will provide the total number of agents for that specific team within that specific date.
You will see those agent names and their total call count for that team and date range to the right side of your screen. The call count will be provided in
Ascending/Descending Order.
Leveraging Edit Columns
In the top right corner you will see the ‘Edit Columns’ option. Here you will be able select from the different Moments that you created in the UI.
Each Moment selected will add a new column that will provide you the % of the calls related to that specific Moment by agent.
*Please note that the % of calls is based on total calls for the team and date range selections
Leveraging Filters
On the left panel you will see ‘Filter’ options which are a combination of Moments created and filters provided via your Metadata.
Selecting Filters will allow you to manipulate the data based on the calls associated with that filter selection by agent.
*Important to note that unlike ‘Edit Columns’ the Filters option provides you the total number of calls that are only in relation to the specific filters chosen.
Accessing the Calls
After your desired Filters or Edit Column selections are made, you can click on the agent name in order to access the calls associated with your selection(s) for review.
Feel free to download the below PDF for your own documentation.