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