Generating the productivity report for call center agent

Select Administration > Reports > Call Center > Call Center Agent Productivity Report. The Call Center Agent Productivity Report screen is displayed.

Specify this information in the Report Parameters section:

Property

The code of the property for which the productivity report is generated. The application defaults this value.

Note: You can modify this value.

Reservation Status

The status of the reservation for which the report is generated.

Note: You can select multiple values.

Rate Plan

The code of the Rate Plan linked to the reservation, for which the report is generated.

Note: You can select multiple values.

Cancellation Reason

The code of the cancellation reason for which the report is generated.

Note: You can select multiple values.

Market Segment

The market segment of the reservation for which the report is generated.

Note: You can select multiple values.

Source of Business

The source of business linked to the reservation, for which the report is generated.

Note: You can select multiple status.

Reservation Agent

The user id of the reservation agent associated with the call center. The report includes reservation records created by the specified agent.

Note: You can select multiple status.

Agent User Group

The code of the user group. The report includes reservation records created by the specified user group.

Note: You can select multiple values.

Date Range Basis

The option available to print the report based on the dates associated with the reservation. Available options:

Arrival Date (A)
Created On Date (C)
Cancellation Date (X)
Departure Date (D)

Note: By default, the value is set to A.

Output Format

The output format for the report.

Note: By default, the format is PDF.

Specify this information in the Report Options section:

Include Summary

Select this check box to display the Grand Total of Reservations, Total Nights, Total Corporate Avg. Rate and the Total Corporate Rate in the Summary section of the report.

Include Turndown Summary

Select this check box to display details of the turndown reason.

Note: The summary is based on the Lost Business date, Reservation Agent, Agent Group.

Include Day Use in Revenue

Select this check box to include the revenue (actual or forecasted) of the day use room in the Room Revenue and the related field.

Note:

For a Day Use reservation, the Arrival Date and the Departure Date of the guest stay must be same.
By default, this check box is selected.

Include Day Use In Rooms

Select this check box to include the count of rooms, adults, and children (actual or forecasted) for the day use room.

Note:

For a Day Use reservation, the Arrival Date and the Departure Date of the guest stay must be same.
By default, this check box is selected.

Specify the Start Date and End Date in the Date Range section.

Click Print Record.

Note: By default, the records are sorted based on the Arrival Date. However, you can also sort by Cancellation Date, or Created Date, or Departure Date, or the Market Segment in the Sort By section.