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Agent Statistics Reports Overview

The Agent Statistics reports display a summary of the call statistics for the agents over a specified time period. They also display the average and maximum time information for these calls. Also, all Queue Statistics reports include a link to Call Recording.

The following tabs display the various attributes and metrics for the different types of Agent Statistics reports:

Agent Statistics — 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:

  • Agent Activity — Day
  • Agent Activity — Hour
Agent Activity — Time Report

Agent Statistics — Consult Report

The Agent Statistics — Consult report provides the statistical time data about agent performance around consult calls. This report provides insight into consultations performed by agents with other agents.

Agent Statistics — Consult Report

Agent Statistics — Skill Report

The Agent Statistics — Skill report, as shown below, provides the statistical time data based on agent skills.

Agent Statistics — Skill Report

Agent Utilization

The Agent Utilization report provides the statistical data around how agents are utilized. The key metric in this report is Agent Utilization, which is calculated as Work Time/Session Time * 100. The Work Time includes the time spent by agents on the call (Talk Time + Hold Time) as well as ACW Time (After Call Work). The Session Time is the time interval selected by the user.

Agent Utilization Report

Agent Statistics by Disposition Code

The Agent Statistics by Disposition Code report, as shown below, provides the statistical time data for agent performance during consultation calls. This report provides insight into consultations performed by agents with other agents.

Agent Statistics by Disposition Code
Important
In order to correctly report the disposition codes, the Customer Segment Variable must have a value assigned so it is passed to the ACD queue, which is then configured on the ACD Page in CX Builder. Contact Client Services for help setting this up.

Agent Scorecard Dashboard

The Agent Scorecard Dashboard report, as shown below, provides a visual cue used for measuring the agents’ metrics and performance. You can use this report to:

  • measure the daily amount of agent activity
  • view the daily, weekly, or yearly reports for agent call handling
  • view how long an agent spent in different call statuses
  • view the flow of the handled calls
Agent Scorecard Dashboard

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This page was last modified on November 16, 2015, at 06:13.