Worker Report

The Worker Report presents a summary of each email that is received by the Worker.

➢

To generate a Worker report:

1.

Open the Webchat Worker Report page (Reports > Interaction Center Reports > Email Reports > Worker Report); the following appears:

2.

Select the appropriate filter fields to generate your report:

●

Date From: Defines the report for a specific time range.

●

Date To: Defines the report for a specific time range.

●

Worker: Defines information related to a specific worker.

●

Queue Name: Defines information related to a specific queue name or ‘Any’ to show statistics for all call queues.

●

Timezone Display Mode: Display the report in a different time zone. The time zone of calls can be one of the following options:

◆

Tenant time zone: Display the information in the report based on the tenant configured time zone.

◆

Flow time zone: Display the information in the report based on the time zone configured under the Telephony Setting settings.

◆

Local time zone (Web): Display the information in the report on the browser local time zone.

3.

The following is a description of the report fields.

Report Column	Description
Worker Name	Defines the name of the worker.
Email Start Time	Defines the date and time the email started.
Email End Time	Defines the date and time the email ended.
Email Duration	Defines the duration of the email.
Status	Defines whether the email was ‘Accepted’ or ‘Declined’ by the worker.
Email Routed Queue	Defines the queue to which the email is queued.
Email Skills	Defines the skills that are associated with the queue to which the email is routed.
Interaction Time	Defines how long the worker handled the email.
Wrap-up Time	Defines the duration it took the worker to complete the wrap-up.

4.

Click Generate to generate the report; click Export CSV to export the report in CSV format.