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Report Summary |
Shows the agent's key performance indicators to intervals (15 minutes). |
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Report Columns
Following are the report columns
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Fields |
Description |
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Day |
Shows the date |
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Interval |
Shows the 15-minute time intervals |
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Agent ID |
The ID of the agent. |
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Agent Name |
The name of the agent. |
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Queue Name |
The name of the queue in which the calls is landed. |
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Calls Answered |
Number of total answered calls by an agent |
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Calls Handled |
Number of total answered calls that end with wrap-up by an agent |
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Talk Time |
Total talk time of calls answered by agent. Format: seconds (00) |
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Hold Time |
Total hold time of calls agent put on hold. Format: seconds (00) |
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Ring Time |
Total ring time before calls is answered by an agent sum(task_reserved_time - task_answered_time) Format: seconds (00) |
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Not Ready Time |
Total time an agent spent in not-ready state Format: seconds (00) |
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Login Time |
Total time of agent login session Format: seconds (00) |
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Wait Time |
Total time agent spent in ready state Format: seconds (00) |
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Transfer Calls |
Number of calls transferred by an agent |
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External Direct Transfer |
Number of calls direct transferred by an agent externally. |
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External Consult Transfer |
Number of calls consult and externally transferred by an agent. |
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Transfer Calls Talk Time |
Total talk time of calls that are transferred by an agent Format: seconds (00) |
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Transfer Calls Ring Time |
Total ring time of calls that are transferred by an agent Format: seconds (00) |
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Answer Wait Time |
Total time of calls waiting in queue before being routed to an agent Format: seconds (00) |
Report Filters
The following report filters are available
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Date/Time - Choose the date you want to filter out the data. You may also select the date ranges to see the data falling under the said period
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Agent Name - Select the agent/agents by name whose performance you want to analyze.
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Queues Name - Select the name/names of the queues for which you want to see the data.