Agent Activity Reports Overview
The Agent Activity reports display a summary of the call activity for agents over a specified time period. They also display the average and maximum time information for these calls.
The following tabs display the various attributes and metrics for the different types of Agent Activity reports:
Agent Activity Time Reports
The Agent Activity — Time reports, as shown below, provide the statistical data about the time the agents spent in different states — for example, the possible states are Ready (available to take a call), Busy (on a call), Not Ready (away) and After Call Work (wrap-up time).
There are two different Agent Activity — Time reports available and they are as follows:
- Agent Activity — Day
- Agent Activity — Hour
Agent Conduct Report
The Agent Conduct report provides the statistical data about agents and some important actions that they perform. Some of the metrics available in this report include Talk Time, Wrap up Time (ACW), and the consultation calls that are received or initiated.
Agent Status Report
The Agent Status report provides the statistical time data about agent performance.
Agent Status Not Ready State Report
The Agent Status — Not Ready State report provides the statistical time about the Not Ready state. It includes the time spent by agents in that state along with the number of times agents went into that state.
Agent Login Detail Report
The Agent Login Detail report provides the statistical time data about agent performance.
Agent Status ACW Report
The Agent Status — ACW report provides the statistical time about the After Call Work (ACW) state. It includes the time spent by agents in that state along with the number of times agents went into that state.
Agent Name Cloud Dashboard
The Agent Name Cloud dashboard displays the agent names based on the Missed Calls by Agent, Agent Utilization, and Talk Time metrics. The higher the number for these metrics, the larger their name appears in the cloud.