Session Summary Reports – Customer Facing WIP

Session summary reports provide insights and details into the Agent's session. One can look at the agent's number of calls (incoming and outgoing), the time they were busy or available, or the time they took to wrap up calls with the customer using a different filter based on the user's requirements.

Session Summary Reports Filters:

Filters	Definitions
Date Period	This filter tab allows users to pick the period (from the calendar) from when they want to see the report. Date format: YYYY/MM/DD For example, in the above picture user has selected the date from 1 December 2022 to 2 December 2022 to view the report. Once the user clicks the search button, the information will show all the sessions between the selected periods.
Line of Business (LOB)	The line of business (LOB) provides a dropdown menu to the user with the company name of the particular part of the business line. For example, in the banking industry, the Line of Business can be ABC Insurance, ABC Investment Banking, etc. It can also be customized based on the needs of the customer.
Agent Location	The user can use this filter to select which country's insights they want to view from the drop-down menu. For example: If the company business is located in India, Singapore, Taiwan, and Indonesia, then the user can either view the "All Agent Location" or the data for specific countries like Singapore, India, etc.
Agent	In this filter tab, the user can search/view the data for a specific Agent. For example, if the user only wants to view the data for "Agent ABC," they can directly enter the Agent's username, "ABC (XXXXXXXXXX)", and press the search button.

Session Summary Reports Buttons:

Buttons

Definitions

Clear

This button's function is to clear all filters. Once you click on this button, the view returns to the original page, showing the last two hours of the present-day records.

Export

This button's function is to export the report in Excel format from the Admin Portal.

Once you have entered the filter details, press the search button to view the insights. To export the data, you can click on the "Export Button", which will give you an option to "Include Dropped Calls" in the report. To include dropped calls, tick the box. To exclude dropped calls, don't check the box and click on the 'Okay Button'. The download pop-up will appear on your screen where you can click to view the file on your device.

Search

This button's function is to carry out search operations by the user after applying all the filters.

Session Summary Dashboard Fields:

Dashboard Fields	Description
Username	This field represents the assigned username of the agent. This number is unique to every agent.
Name	This field represents the name of the agent.
Line of Business	The line of business (LOB) represents the business vertical created within the Toku system as per the customer's need.
Available	Displays the total time while the Agent is in the Available state during the filtered period. The format followed is HH:MM:SS.
Busy	Displays the total time while the Agent is in the Busy state during the filtered period. The format followed is HH:MM:SS.
Inbound Call	Total number of incoming calls handled by the agent during the selected date period.
Outbound Call	Total number of calls made by the agent during the selected date period.
Talk Time	Total time the agent spent during the selected period in an active conversation.
Wrap Up Time	Total time spent by the agent post-call in logging/wrapping up the call. This includes but is not limited to taking call notes, selecting disposition, adding call-back or follow-up dates, etc. The format followed is HH:MM:SS.

Session Summary Reports Fields (Export/Excel File):

After you Export the insights from Toku's CMS, you will find more columns with more detailed reports. The export generated by the system is as per the filters set by the user in the Session Summary Report dashboard. Here are the additional fields:

Export Fields	Description
Email	Email ID is shown if available for the agent.
Country Name	List the country that is mapped against the Agent.
Lunch	Displays the total time while the Agent is in the Lunch status during the filtered period. The format followed is HH:MM:SS.
Break	Displays the total time while the Agent is in the Break state during the filtered period. The format followed is HH:MM:SS.
Training	Displays the total time while the Agent is in the Training state during the filtered period. The format followed is HH:MM:SS.
Customer Data Update	Displays the total time while the Agent has set the Customer Data Update state during the filtered period. The format followed is HH:MM:SS.
Bathroom	Displays the total time while the Agent is in the Bathroom state during the filtered period. The format followed is HH:MM:SS.
Short Break	Displays the total time while the Agent has set themselves into the Short Break state during the filtered period. The format followed is HH:MM:SS.
Cases Only	Displays the total time while the Agent is in the Cases Only state during the filtered period. The format followed is HH:MM:SS.
Chats Only	Displays the total time while the Agent has set themselves into the Chats Only state during the filtered period. The format followed is HH:MM:SS.
Lunch/dinner	Displays the total time while the Agent is in the Lunch/dinner state during the filtered period. The format followed is HH:MM:SS.

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