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Agent Utilization Email Report

This page describes how you can use the (Email folder >) Agent Utilization Email Report to view detailed information about how each agent's active time was used when handling email interactions.

Understanding the Agent Utilization Email Report

1

This report provides details about agent activity when handling email, including, for each agent, the average time to handle an interaction, the number of offered email interactions, the number rejected, and the number and percentage of accepted and transferred interactions.

Use this report to understand each agent's efficiency in handling interactions, and to compare various related metrics for different agents.

To get a better idea of what this report looks like, view sample output from the report:
HRCXIAgentUtilizationEmailReport.pdf

The following tables explain the prompts you can select when you generate the report, and the metrics and attributes that are represented in the report:

Prompts for the Agent Utilization Email Report

Prompt Description
Pre-set Date Filter Choose from the convenient list of predefined rolling time ranges, spanning one day or more, over which to run the report.
Start Date Choose the first day from which to gather report data.
End Date Choose the last day from which to gather report data.
Agent Group Optionally, select one or more groups from which to gather data for the report.
Agent Optionally, select one or more agents from which to gather data for the report.
Interaction Type Optionally, select the type of interaction to include in the report — for example, Inbound, Internal, or Outbound.
Tenant For multi-tenant environments, optionally select the tenant(s) for which to include data in the report.

Attributes used in the Agent Utilization Email Report

Attribute Description
Tenant This attribute enables data within the reporting interval to be organized by tenant.
Agent Name This attribute enables data to be organized by certain attributes of the agent who is associated with the interaction.
Interaction Type This attribute enables data to be organized by the interaction type—for example, Inbound, Internal, or Outbound.
Day This attribute enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.

Metrics used in the Agent Utilization Email Report

Metric Description
Avg Handle Time (Fmt) The average amount of time (HH:MM:SS) that this agent spent handling interactions that the agent received.

This metric is computed as handle time divided by the sum of accepted interactions and received consultations.

Offered The total number of email interactions that were received or initiated by an agent.

The count includes interactions that were abandoned while inviting, handling attempts that the agent rejected, and warm consultations and conferences that the agent received. This count excludes simple consultations, whether they were initiated or received. For AG2_AGENT_QUEUE records, this metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-IDIXN] section.

Accepted The total number of email interactions or warm consultations that were accepted, answered, pulled, or initiated by the agent.
% Accepted Of the email interactions offered to agents, the percentage that were accepted.
Rejected The total number of email interactions that alerted at the agent and were not accepted.
Transfer Initiated Agent The total number of email interactions that agents transferred.

Both warm and blind transfers are reflected in this metric.

% Transfer Initiated Agent The percentage of email interactions that agents transferred.

Both warm and blind transfers are reflected in this metric.

This page was last edited on September 10, 2019, at 14:59.

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