Agent Productivity By Queue

Report Summary	Provides the concise summary of an agent's productivity by a queue, and also highlights the total number of tasks assigned to the agent per queue.

This report enables the business to analyze and monitor queue-wise agents' productivity and then can take necessary measures to improve the performance of agents by offering them different trainings.

Report Columns

Following are the report columns:

Fields	Description
Date	Shows the date
Agent Name	Shows the name of the agent
Agent Extension	Shows the extension of the Agent
Agent Team	Shows the team name of the agent.
Queue Name	Shows the name of that particular queue of which the agent is part of An agent could be a part of multiple queues. In this case, the report shows multiple records for the same agent to show the number of tasks statistics for each queue.
MRD Name	Shows the name of MRD which is associated to this queue. For instance CHAT or VOICE MRD
Offered	Total number of tasks offered to this particular agent from this specific queue
Done	Total number of tasks handled on this specific queue by this particular agent
Cancelled	Shows the count of tasks of which the disposition is cancelled (the customer has left before the agent joined)
RONA	Shows the count of tasks of which the disposition is RONA (Ring on No Answer)
Transferred IN	Shows the number of tasks of this particular queue which are received from another agent to this agent.
Transferred OUT	Shows the number of tasks of this particular queue which are transferred from this agent to another agent.
External Direct Transfer	Shows the number of tasks of this particular queue that are externally transferred from this agent.
External Consult Transfer	Shows the number of tasks of this particular queue that are external consult transferred from this agent.
Conferenced IN	Shows the number of tasks of this particular queue which the agent receive as a conference request from another agent.
Agent Logout	Shows the count of tasks of which the task disposition is Logout. For details, see Agent Task Disposition -> AGENT_LOGOUT
Average Handle Duration	Shows the average time an agent takes to handle or close the task. This will be calculated as ^{SUM (task_end_time - task_answered_time)/COUNT (agent_task_id)} Format hours:minutes:seconds (00:00:00)
Total Handle Duration	Total time the agent spends in handling the tasks. This will be calculated as ^{SUM(TIMESTAMP DIFF(SECOND, task_answered_time, task_end_time)} Format hours:minutes:seconds (00:00:00)
Average Wrapup Duration	Shows the average wrapup time of chats/calls that end with wrapup. This is the average wrapup time the agent takes in the wrapup state. This will be calculated as _{SUM (task_wrapup_time - task_end_time) / Count of Total Wrapups} Format hours:minutes:seconds (00:00:00)
Minimum Speed of Answer	Shows the minimum time it takes to answer a push-based request after being reserved. This is the shortest speed of answer (the time it takes the agent to accept the task since it began ringing on the Agent Desk. This will be calculated as ^{min (task_alert_duration)} Formathours:minutes:seconds (00:00:00)
Maximum Speed of Answer	Shows the maximum time it takes to answer a push-based request after being reserved. This is the longest speed of answer (the time it takes the agent to accept the task since it began ringing on the Agent Desk. This will be calculated as ^{max (task_alert_duration)} Formathours:minutes:seconds (00:00:00)
Average Speed of Answer	Shows the average time it takes to answer a push-based request after being reserved. This is the average speed of answer (the time it takes the agent to accept the task since it began ringing on the Agent Desk. This will be calculated as ^{SUM (task_alert_duration)/COUNT (agent_task_id)} Formathours:minutes:seconds (00:00:00)
Total Speed of Answer	Shows the total time it takes to answer all push-based requests after being reserved. This is the total speed of answer (the time it takes the agent to accept the task since it began ringing on the Agent Desk. This will be calculated as ^{sum (task_alert_duration)} Formathours:minutes:seconds (00:00:00)

Report Filters

The following report filters are available for filtering the reporting data:

Select Date - choose the date for which you want to filter out the data. You may also select date ranges to see the data falling under the said period.
Agent - select the agent(s) by name whose productivity you want to analyze.
Queue - select the name of the queue(s) you want to see the data for.