BDC Agent Overview report

This view of the BDC Agent Overview report displays the detailed performance for each individual BDC Agent where an appointment was scheduled.

The report generated contains the following data for each BDC Agent:

• First Name and Last Name.
• # Tasks Closed With Assumed Appt: The total number of tasks closed with a disposition of Appointment Scheduled. Tasks closed as Appointment Scheduled for the same customer/VIN in other campaigns are included in the total.
• Only Appointment Scheduled call dispositions are counted. No other dispositions, such as confirmed appointments, are included.
• # Unique Appointments: The total number of appointments actually scheduled by the BDC Agent for the reporting period.
  
• # Appt Shown: The number of appointments that the BDC Agent scheduled that resulted in the appointment being actually shown during the dates entered.
• Show Ratio: Compares the # Appt Shown column to the # Unique Appointments column in order to show the BDC Agent success in converting scheduled appointments to shown appointments. If # Unique Appointments is 0, the Show Ratio will be 'N/A'.
• # Appt Missed: The number of appointments scheduled BDC Agent where the customer did not show up between the dates entered.
• # Appt Future: The number of appointments scheduled by the BDC Agent to occur after the reporting period.
  • If End date is blank, the number will always be '0'.
• # Calls: The number of calls made by the BDC Agent within the reporting period.

 

Select a row (name) to see the details for that BDC Agent, as described in BDC Agent Overview report - By BDC Agent.