Reporting
Activity and Rates report
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The Activity and Rates (Employee) report calculates a call rate for a specified period based on number of days worked and number of calls made by each employee. The explanation of what each column represents is for the default configuration where all the report criteria are set to ALL.
You may have a report configured to your company’s needs so it may show different columns to those shown below.
| Column | Header Row | Cell contents |
| A | Heading | Team or team member name |
| B | Working Days | Total number of working days available during the report period |
| C | Days Worked | Total number of days spent working during the report period (taken from close week data) |
| D | Non-working Days | Total number of days spent not working during the report period (taken from close week data) |
| E | Customer Days | Total number of customer facing working days spent during the report period (taken from close week data) |
| F | Customer Contacts | Total number of customer contacts. Usually face-to-face calls and meetings, but could include other contact types depending on system set-up |
| G | Customer Contact Rate | Customer contacts divided by the days worked |
| H | Customer Calls | Total number of customer contacts defined as a call (usually face-to-face, but could include other contact types) |
| I | Customer Call Rate | Customer calls divided by the customer days worked |
| J | Customer Meetings | Total number of customers who attended a meeting |
| K | Customer Meeting Rate | Customer meetings divided by the customer days worked |
| L | Unnamed Contacts | Total number of unnamed customer contacts. Usually face-to-face calls and meetings, but could include other contact types depending on system set-up |
| M | Unnamed Contact Rate | Unnamed customer contacts divided by the days worked |
| N | Unnamed Calls | Total number of unnamed contacts defined as a call (usually face-to-face, but could include other contact types) |
| O | Unnamed Call Rate | Unnamed calls divided by the customer days worked |
| P | Unnamed Meeting Contacts | Total number of unnamed customers who attended a meeting |
| Q | Unnamed Meeting Contact Rate | Total number of unnamed customers who attended a meeting divided by the days worked |
| R | Overall Calls | Total of customer calls and unnamed contacts defined as a call (usually face-to-face, but could include other contact types) |
| S | Overall Calls Rate | Total of Customer calls and Unnamed calls divided by the customer days worked |
| T | Overall Meetings | Total number of customer and unnamed attendees at meetings |
| U | Overall Meetings Rate | Total number of customer and unnamed attendees at meetings divided by customer days worked |
| V | Overall Contacts | Total of overall calls and overall meetings |
| W | Overall Contact Rate | Overall calls and overall meetings divided by customer days worked |