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• A Summary Report

• 3 Customer Reports

• 3 Agent Reports

Each report will present EVS voice data in various charts and tables to assist you in your understanding of your customers and agents.

You can amend the reports and add other datasets for your own purposes.

Please refer to the BI Connector Service for a full description of the data fields.

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Across the top will be global filters that apply to all reports. You can filter on:

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These filters correspond to your account on Wordbench.

The Summary Report also contains hover charts to reveal further details and trends for individual agents:

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Agent Type and Day Filters

Two further filters are available in the right hand Filters pane:

• Agent Type - select whether to show calls with multiple agents on the call, only single agents on the call, or both (latter is the default).

• Day - select which day of the week to show (default is to show all days including weekends).

The Summary Report also contains hover charts to reveal further details and trends for individual agents:

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Each report will present EVS voice data in various charts and tables to assist you in your understanding of your customers and agents.

You can amend the reports and add other datasets for your own purposes.

Please refer to the BI Connector Service for a full description of the data fields.Agent Type filter assumes that multiple agent names are separated by a comma. If your system uses a different separator, then you will need to edit the filter.

Go to the filter pane and search for the Agent Type field. Select the field and the code for the filter will appear in the formula bar. Simply replace the comma on the second line with your preferred separator, then accept the change by selecting the tick.

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Agent Comparison Report

The Agent Comparison Report compares the performance of one agent against all other agents (default setting) or against a sub-set of agents.

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