Jump to: navigation, search

Agent Report Statistics

Agent reports assist contact center managers in:

  • Tracking calls to benchmark key performance indicators of quality and service.
  • Assessing the day-to-day operations of their contact center resources for the routing and handling of interactions.
  • Increasing utilization and efficiency with better tuning resources.
  • Determining agent call patterns and agent activity.
  • Identifying corrective actions to help reduce costs and increase service.

The Agent reports are divided into two different types: Agent Activity reports and Agent Statistics reports. Many of the common attributes and metrics for these reports are defined below.

Agent Report Attributes

Attributes are the time, interval, or other criteria, such as skill, for which you want to aggregate data.

[+] View Agent Report Attributes

Agent Report Metrics

ACW Duration

The total time spent for the day by agents in wrap-up time or the After Call Work (ACW) state. ACW Time is includes both call related ACW (wrap-up time ) as well offline work (non-call related ACW).

Agent Calls

Count of all the inbound, outbound and Internal calls presented to or made by the agents.

  • If a call is abandoned while ringing, it is not included in the agent calls.
  • If same call circles back to same agent twice (another agent transfers the call back to first agent), it is counted twice.
  • If an agent makes an internal call to another agent, that call is counted as 1 on agent calls metrics.
  • If a call is presented to an agent who missed that call, it is still counted in this metrics.
  • If Agent 1 is presented a call who in turn did a consult/conference/transfer to Agent 2, 'agent calls' metrics will show 1 call for Agent 1 and 1 call for Agent 2.

For example, let's assume these 4 different call scenarios:

200px 200px 200px 200px

Agent Calls in the above scenario for Skill A Agent 1 is "4" and Skill B Agent 1 is "3"

Agent Calls Answered-Outbound

Count of calls made by agents. This included all the calls made to an outside contact as well as internal parties like another agent or supervisor.

  • If an agent makes an internal call to another agent, that call is counted as 1 on agent calls metrics.

Agent Hold Time

CXA 155 AHoldTime.png

The total time during which a caller is put on hold in a day. This time includes the hold action initiated by an agent, or the hold action initiated by the VCC engine, when an agent initiates a consultation request.

Hold time doesn't include:

  • Automatic hold while an agent tries to consult another agent.
  • Time a caller waits in the Queue.

Hold Time in this case for Agent 1 is 5 seconds, assuming each cell height being 5 seconds.

Agent Ring Time

The time taken by an agent to answer the phone when a call is routed to that agent.

Agent State Count

The total number of times an agent went into different statuses during a certain time interval. This data includes the time spent over multiple login sessions within a certain time interval.

Agent State Duration

The total number of time spent by agents in various states during a given time interval, in seconds.

This data includes the time spent over multiple login sessions.

Agent Talk Time

CXA 155 ATalkTime.png

Time spent by agent over the phone. Agent talk time is different from Caller Talk time and is equal to time an agent picks up the call till the time agent hangs up.

  • The following are not included in Talk Time:
    • Wait time in the queue as well as ring time.
    • Manual hold (agent presses hold button to put caller on hold).
    • Time spent in ACW or Wrap Up state.
  • Automatic hold (agent tries to consult with another agent) is included in talk time.

Assuming each cell height is 5 seconds, Agent Talk Time for Agent 1 is "15 Seconds' and for Agent 2 is "10 Seconds"

Agent Utilization

CXA 155 AAgentUtilization.pngCXA 155 AAgentUtilizationkey.png

Amount of time spent by agents on productive work out of total login Time.

% utilization = Productive Time / Login Time

Where, Productive Time = (Busy Time + ACW Time)

and Login Time =  (Ready Time + Not Ready Time + Busy Time + ACW Time)

In above case, assuming each cell height being 5 seconds, Agent 1 will have - Ready Time = 10 seconds, Not Ready Time = 5 seconds, Busy Time = 15 seconds, ACW Time = 5 seconds

Agent Utilization without ACW Time

The Agent Utilization is calculated as (Work Time-ACW Time)/Session Time * 100. The Work Time includes the time spent by agents on a call (Agent Talk Time Hold Time) as well as the ACW Time (After Call Work). The Session Time is the time interval selected by the user.

Average Handle Time

The average time an agent has taken to handle a call for this day. The following is a list of valid agent activities for this state; Consult Call, Internal Call, Outbound Call, Inbound Call, After Call Work, Inbound Call On Hold, Outbound Call On Hold.


Avg Agent Ring Time

The average time taken by an agent to answer the phone when a call is routed to that agent.

Avg Ring Time = Agent Ring Time / Agent Calls

Avg Agent Talk Time

Total Agent Talk Time / Calls Answered by Agents.

Avg Consult Time

The average time duration for which an agent talked to another agent while the caller was put on hold. This time does not include the time in conference or talk time when a call is transferred to another agent.

Avg Consult Time = Consult Time / Calls Answered by Agents

Avg Handle Time for Inbound Calls

The average time spent by the agent to handle an inbound call. This time does not include the Wait Time; however, it does include the sum of times spent by multiple agents during a consultation, conference, and after-call-work (ACW).

Handle Time for Inbound calls / Inbound Calls

Avg Handle Time for Outbound Calls

Handle Time for outbound calls / outbound Calls

The average time spent by the resources to handle an outbound call. This time does not include the Wait Time; however, it does include the sum of times spent by multiple agents during a consultation, conference, and after-call-work (ACW).

Avg Hold Time

Total Hold time / Calls answered by Agents

Avg Speed Answer

Average amount of time that it takes for a call to be answered by an agent during a specific time period.

Sum of speed of answer for all answered calls / Calls Answered

Avg Wrap-Up Time

Wrapup Time/ Calls Answered

Wrap-up time is the time spent by agents wrapping up the call after call is disconnected.

  • Wrap-up time is only call related. It doesn't include the time spent by agents in ACW state for some offline work
  • If more than one agent handles a call, wrap-up time of all agents involved are added up

Busy Duration

The total time spent by agents talking to callers. This time includes time spend by the agents talking to callers as well as hold time.

Busy Time = Agent Talk Time + Agent Hold Time

- Consult Time is included in Agent Talk Time - Agent Hold Time is the time agents put the caller on manual hold (don't include automatic hold during consult)

Caller Hold Count by Agent

The number of times agents put callers on manual hold. It is simply the count of number of times  an agent put the caller on manual hold.

Calls Answered by Agents

Count of calls answered by agents.

  • If same call is presented twice to the same agent, it is counted as 2
  • If Agent 1 answered a call who in turn did a consult/conference/transfer to Agent 2, 'calls answered by agent' metrics will show 1 call for Agent 1 and 1 call for Agent 2.
  • If outbound call is answered by agent but not by called party, it's still counted as answered call

For example, let's assume these 4 different call scenarios:

200px 200px 200px 200px

Answered Calls for Skill A Agent 1 is "2" and for Skill B Agent 1 is "3"

Calls Answered-Inbound

Count of all the inbound calls for the day presented to the agents.

  • If a call is abandoned while ringing, it is not included in the agent calls.
  • If same call circles back to same agent twice (another agent transfers the call back to first agent), it is counted twice.
  • If a call is presented to an agent who missed that call, it is still counted in this metrics.
  • If an agent consults, conference, or transfers a call to another agent, the agent calls metrics will show one call for each agent.

Calls Answered-Outbound

Count of calls made by agents. This includes all calls made to an outside contact as well as internal contacts, such as other agents or supervisors.

  • If an agent makes an internal call to another agent, that call is counted as 1 on the agent call metrics.

Total Number Outbound Calls

The total number of outbound calls answered by an agent for the current day.

  • For VCC Dashboard, internal calls count as internal calls.

Consult Time

The time duration for which an agent talked to another agent while the caller was put on hold. This time does not include the time in conference or talk time when a call is transferred to another agent. It also doesn't include the time agent put the caller manually on hold. Manual hold time is included in another metrics called ‘Agent Hold time’

Event Order

The order of the event within its transaction.

Current Time in State

The time an agent has been in the current state. If an agent moves between sub states, Reason Codes for Not Ready or After Call Work, this time will continue to count. This time only resets when the state changes not the sub-state

Event Total Duration

The total elapsed time of the event, in seconds.

Handle Time for Inbound Calls

The time spent by the agent to handle an inbound call. This time does not include the Wait Time; however, it does include the sum of times spent by multiple agents during a consultation, conference, and after-call-work (ACW).

Agent Handle time = Agent Talk Time + Agent Hold Time + Wrap-up time

Agent Talk Time includes consult time (automatic hold time)

Hold time only includes manual hold

Wrap-up time = ACW time associated with the call and has reason code of NO REASON

Handle Time for Outbound Calls

The time spent by the agent to handle an outbound call. This time does not include the Wait Time; however, it does include the sum of times spent by multiple agents during a consultation, conference, and after-call-work (ACW).

Handle time = Agent Talk Time + agent Hold Time + Wrap-up time (for outbound calls only)

Agent Talk Time includes consult time (automatic hold time)

Hold time only includes manual hold

Wrap-up time = ACW time associated with the call and has reason code of NO REASON

Missed Calls

Call presented to an agent for the last hour that the agent didn't answer.

  • If agent rejects the call, it is counted as missed call.
  • If same call is presented twice or more to the same agent, it is counted as 2 or more.
  • If caller hangs up while agent's phone is ringing, it is not counted as missed call

Not Ready Duration

The total amount of time an agent was in the Not Ready state. The Not Ready state is the amount of time an agent spends away from the desk and is not available to take calls. Agents typically select a reason for the Not Ready state, such as lunch or break.

Not Ready State Count

The total number of times an agent went into Not Ready state during a certain time interval. This data amount includes the time spent over multiple login sessions.

Not Ready Time

The total amount of time spent by agents in various states during a given time interval. This amount includes time spent over multiple login sessions.

Ready Duration

The amount of time for the day that an agent spent in the Available state and was ready to receive calls.

Talk Duration

The total time an agent has been in Talk Time for the current day. The following is a list of valid agent activities for this state;, Consult Call, Internal Call, Outbound Call, Inbound Call

Total Number Consult Calls

The total number of consult calls answered by an agent for the current day. A consult call is a call between agents when there is an associated inbound call.

Total Number internal Calls

The total number of internal calls answered by an agent for the current day. A internal call is a call between agents when there is no an associated inbound call.

Transferred Calls by Agents

Calls transferred from one agent to another agent, skill, or external number.

For example, let's assume these 4 different call scenarios:

200px 200px 200px 200px

Transferred Calls in the above scenario for Skill B Agent 1 is "3" and Skill A Agent 1 is "1"

Wrap-Up Time

CXA 155 AWrapUpTime.pngTime spent by agents wrapping up the call after call is disconnected by the caller/agent.
  • Wrap-up time is different from ACW time as wrapup time is only call-related.
  • Agent 2 also goes into Wrap-Up Time along with Agent 1.


Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on November 16, 2015, at 06:13.