Agent Call Types Report
Agent Call Types Report
Agent Call Types Report
Report #: 1975
Module: Account Management
Overview
Use the Agent Call Types report to view call types selected by users during a specified period in which service requests were created. User’s branch restrictions apply.
This report sorts results by User ID. To access this report, select Agent Call Types (report #1975) from the main menu of SBN.
The Agent Call Types
This window contains two panes: in the upper pane you define the content of the report; in the lower pane you defining the job output - how, when, and where you want to print the report.
Note: See Report Parameters Pane for information on the fields in the lower pane, which are the same in every report.
Field Descriptions
The following table describes the fields used in the upper pane of this report.
Field |
Description |
Period |
|
Date
- From |
You must select a range of dates to limit the report to service requests that were created within that range. Select the beginning date of the range. O This field defaults to today’s date. O If you use today’s date, you must select a time range that differs from the default time range. |
Time
- From |
You may select a range of time to limit the report to service requests that were created within that range. Select the beginning time of the range. O This field defaults to 00:00 (Midnight). O If you use today’s date, you must select a time range that differs from the default time range. |
Date
- To |
You may select a range of dates to limit the report to service requests that were created within that range. Select the ending date of the range. O This field defaults to tomorrow’s date. O If you use today’s date, you must select a time range that differs from the default time range. |
Time
- To |
You may select a range of time to limit the report to service requests that were created within that range. Select the ending time of the range. O This field defaults to 00:00 (Midnight). O If you use today’s date, you must select a time range that differs from the default time range. |
User |
You may select a specific user ID to limit the report to service requests created by that user. O If you leave this field blank, the report includes all user IDs. |
Running and Viewing a Report
For information on running and viewing a report, see Common Functions in SBN.
Report Example
The following graphic shows an example of the output of the Agent Call Types report.
Column Descriptions
The following table describes the columns used in the report output.
Column |
Description |
User |
Identifies the user who created the service request. |
(Dynamic label - 15 columns) |
Displays the first 15 active call types of the user’s call types menu. |
(No label - 15 columns) |
Displays the number of service requests for each call type, per user, within the specified period. |
Total - 15 columns |
Displays the total of each call type selected within the specified period. |
Button Functions
The following table displays the buttons, describes the shortcut keys, actions, and functionality.
Button |
Name |
Shortcut Key |
Action |
Description |
|
Recurring |
Alt+F1 |
1975 |
Open fields for recurring/template reports. |
|
Exit |
Esc |
1975 |
Exit without saving. |
|
Save |
Enter |
1975 |
Save existing record. |
Modifications and Updates to Agent Call Types Report
The following table lists modifications and updates to the Agent Call Types Report document.
Mod Number |
Date |
Description |
n/a |
07/17/14 |
Images updated. |
n/a |
03/31/20 |
Images updated. |