Script Result - Agent Group Volume

Script Result - Agent Group Volume report shows information on questions and answers of a script per a group of agents. The groups can be defined in System Configurator Reporting > Reporting Groups. Reports are based on the data in the Contact universe in SAP BusinessObjects Business Intelligence.

To filter data displayed in the report, define the following filters:

Table 1. Filters
Parameter	Description
Year	Choose one of the years available in the time dimension. The default value is the year of the previous day.
Month	Choose one of the months filtered by the year selection. The default value is the month of the previous day.
Day	Choose one of the days filtered by the month selection. The default value is the previous day.
Application	Choose the application you are interested in. The default value is All.
Queue	Choose the queue you are interested in. The default value is All.
Group	Choose the reporting group of agents you want to see in the report.
Agent	Choose the agent you are interested in. The default value is All.
Script	Choose the scripts included in reporting. The default value is All.
Question	Choose the questions included in reporting. The default value is All.
Answer	Choose the answers included in reporting. The default value is All.

The report includes reporting data for the following items for the set search parameter values:

Table 2. Report Column Descriptions
Column	Description
Group	Agent group’s name The groups can be defined in System Configurator Reporting > Reporting Groups.
Saved Scripts/Questions	Number of saved scripts and questions
Script Name	Script name
Script Question	Question text
Script Answer	Texts for each answer option
Number of Answers	Numbers of given answer options If answers are numeric options, their average is shown as well. For survey IVRs, averages are calculated only if it is enabled when the question is defined in the menu or field element.
Answers / Question	Number of answers per saved questions (x100) Note that if the customer has chosen more than one answer option, the sum of the percentages can be over 100.
Script Answers / Saved Scripts	Number of answers per saved scripts (x100) Note that if the customer has chosen more than one answer option, the sum of the percentages can be over 100.