The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.

After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.

Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.

Agent Activity Report

The Agent Activity report permits managers to examine the productivity of their representatives. It summarizes agent activity (case counts, actions performed, enclosures entered, and letters entered).

The report allows you to include a detailed listing of the contact activity and to view the representative’s activity. Three contact method total columns can be added to the report, along with the initial responsible rep Total column and the totals of the currently Open items where the agent is the responsible rep.

To access the Agent Activity Report:

From the Application Function Bar, navigate to Reports Reports Admin Case Reports Agent Activity Report.

Report Options

The following options are available for this report:

Field	Description
View As	Select the output type of the report.
Report Title	Enter a title that will appear at the top of the report.
Time Frame	This is the time frame that will be used for selecting data to appear on the report.
From Date / Thru	Select the date range for data to include on the report.
Origin Code 1 - 3	Select the origin code (method of contact) to include on the report. This provides a count, percentage of the total, and a total count of the activity which came from the selected contact method. Choose from the existing B05 codes. You may choose up to three Origin codes to include on the report. You can have the report show all the other codes by leaving the code blank and entering a label for that Origin. This will allow the counting of up to 2 specific codes and then a count of all other cases except those included in the first 2 counts. The Total column represents all cases matching the date criteria, regardless of if it was included in the 3 counts by Origin.
Label	Enter a label to use as the column heading for each Origin Code field included on the report.
Show Queues	Include activity from queues on the report. The system user's User Type column determines if a user is considered a Queue or not.
Apply Threshold to Any Value	Select this check box to apply the Threshold to all total columns. At least one column must meet the threshold value to display in the report results.
Threshold	Enter a threshold value to filter the report. Any rows where the Total column is less than the specified value are removed from the report results.
Letter Count Method	Determines how letters are counted. Choose from the following: Initial Rep/Received - counts based on the initial rep on the case Entered By/Date Entered - counts based on the rep that made the decision to send the letter
Enclosure Count Method	Determines how enclosures are counted. Choose from the following: Initial Rep/Received - counts based on the initial rep on the case Entered By/Date Entered - counts based on the rep that made the decision to send the enclosure
Results Language	Select the results language for the report.

Results

This report provides counts for the activities that are selected in columns. The following counts can be included on the report:

The Actions column consists of all actions that have a create date between the dates entered on the options grouped by the user who performed the action.
The Cases column consists of all cases with a current status of Open and have a received date between the dates entered on the options grouped by the current responsible rep for the case.
The Issues column consists of all issues with a current status of Open and have a date added between the dates entered on the options grouped by the current assigned to rep for the issue.
The Letters column consists of all letters that have a create date between the dates entered on the options grouped by the user who added them to the case.
The Enclosures column consists of all enclosures that have a create date between the dates entered on the options grouped by the user who added them to the case.

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