Reports - RPC Report

Reports - RPC Report

This article explains the different fields in the RPC report.

RPC Report

Name
Name of user

Total
Total number of calls the agent received and dispositioned.

RPC
Number of calls that were dispositioned that match the RPC Dispositions field in the configuration of the report.

RPC Closed
Number of calls that were dispositioned that match the Closed Dispositions field in the configuration of the report.

RPC%
Calculated by (RPC / Total) * 100

RPC Closed%
Calculated by (RPC Closed / RPC) * 100

Talk Time
Total talk time for all the calls.

ATT
Calculated by Average Talk Time - Talk Time (in Seconds) / Total calls

Wrap-Up Time
Total wrap-up time for all the calls

AWT
Calculated by Average Wrap-up time - Wrap-up Time (in seconds) / Total calls

Working Hours
Total login time for all the calls

Avg Calls Per Hour
Calculated by Total calls / Working Hours

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.