The Agent Activity report shows Agent call counts and time spent in most statuses. There are two groupings: Daily and Monthly.

The Daily version shows the data per day and totals it.

The Monthly version shows the daily data grouped and totaled by month. It also shows a complete total.

There is also a Yearly version that shows the monthly data monthly grouped and totaled by year; it also shows a complete total. We recommend not running reports for more than one year. Overlaps are acceptable, e.g., June 2019 to June 2020, but a full 2018 and full 2019 report should be broken into two separate reports.

Parameters 

  • From: Start date; can include date and time in the format 06/30/2020 09:00

  • To: End date; can include date and time in the format 06/30/2020 17:00

  • Teams: A list of all Teams. Selecting a Team auto-selects all Agents within that Team. Agents can be removed from the report in the Agents section.

  • Agents: A list of all Agents.

  • Include non-active Agents: Adds all deleted Agents to the list.

  • Send To: Emails the report in PDF format to any address entered here.

PDF 

  • Total Queue Calls: The number of calls an Agent answered from a queue. This does not include direct calls to the Agent.

  • Total Callbacks: The number of callbacks an Agent completes. This does not include callbacks that an Agent answers that do not reach the intended destination, e.g., if the person being called back does not answer.

  • Total Inbound Transfers and Direct Calls: The number of calls an Agent answers outside of the queue. This count can include direct calls, if applicable, as well as calls transferred to the Agent by another Agent. Transfers to a queue answered by a second Agent are not count because they are considered a Queued call and thus appear in the Total Queue Calls column.

  • Total Outbound Calls: The number of successful outbound calls that an Agent makes. The Agent and the Destination must answer the call for it to be considered a successful outbound call.

  • Total Calls: The sum of Total Queue Calls, Total Callbacks, Total Inbound Transfers and Direct Calls, and Total Outbound Calls.

  • Missed Calls: The number of calls sent to the Agent that did not connect. This includes only calls from the queue. These calls remain in the queue despite an Agent not answering the call. Reasons for missed calls range from the Agent simply not answering the call to technical issues with the Agent’s phone.

  • Total Transfers Initiated by Agent: The number of calls that an Agent transferred. This includes warm and cold transfers and includes transfers to DID, queues, and IVRs.

  • Total Available Time: The total amount of time that the Agent was in the Available status.

  • Avg Available Time: The average amount of time that the Agent was in the Available status. Calculated from the Total Available Time divided by the number of times the Agent moved to the Available status.

  • Total On Call Time: The total amount of time that an Agent was On Call. This includes inbound calls from the queue, outbound calls, direct calls to the Agent, and transfers from another Agent to this Agent.

  • Avg On Call Time (I): The average amount of time that an Agent was On Call during inbound calls. This includes calls from the queue, callbacks, direct calls, and transfers from other Agents.  Calculated from the total time On Call (in one of the above call types) divided by the number of calls.

  • Total On Call Time (I): The total time spent On Call during calls from the queue, callbacks, direct calls, and transfers from other Agents.

  • Avg On Call Time (0): The average amount of time that an Agent was On Call during inbound calls. This includes manual outbound dials and scheduled dialouts.  Calculated from the total time On Call (in one of the above call types) divided by the number of calls.

  • Total On Call Time (O): The total time spent On Call during manual outbound dials and scheduled dialouts.

  • Total On Call Time (I + O): The total time spent in the On Call status for all call types.

  • Avg On Call Time (I + O): The average time spent in the On Call status for all call types. Calculated from the Total On Call Time divided by the total number of calls.

  • Total Wrap-Up Time: The total time the Agent spent in the Wrap-Up status.

  • Avg Wrap-Up Time: The average time that an Agent spent in the Wrap-Up status. Calculated from the Total Wrap-Up Time divided by the number of times the Agent moved to the Wrap-Up status.

  • Total After-Call Work Time: The total time that an Agent spent in the After-Call Work status.

  • Avg After-Call Work Time: The average time that an Agent spent in the After-Call Work status. Calculated from the Total After-Call Work Time divided by the number of times the Agent moved to the After-Call Work Status.

  • Total Handle Time: The total time the agent spent in the Talk, Wrap-Up, and After-Call Work statuses.
  • Avg Handle Time: The average time that an Agent spent in the Talk, Wrap-Up, and ACW statuses. Calculated from the Total Handle Time divided by the number of times the Agent moved to the Wrap-Up status.
  • Total On Break Time: The total time that an Agent spent in the On Break status.

  • Total Other Time: The total Time spent in all Other statuses. These are the custom statuses or custom Busy Reasons.

  • Total Logon Time: The total time that an Agent spent logged into the software.

  • Avg Speed of Answer: This is the average time it takes an Agent to answer a call. Calculated from the time between the initial call invite to the answer time divided by the number of answered calls. It does not include missed calls.

CSV 

  • Agent ID: The unique identifier for an Agent account.

  • User Name: The user name of the Agent.

  • First Name: The first name of the Agent as set in the Agent’s profile.

  • Last Name: The last name of the Agent as set in the Agent’s profile.

  • Session Date: The date when the Agent’s login session began.

  • Total Queue Calls: The number of calls that an Agent answered from the queue. This does not include direct calls to the Agent.

  • Total Callbacks: The number of callbacks that an Agent completes. This does not include callbacks that an Agent answers that do not reach the intended destination, e.g., if the person being called back does not answer.

  • Total Inbound Transfers and Direct Calls: The number of calls that an Agent answered outside of the queue. This count can include direct calls, if applicable, as well as calls transferred to the Agent by another Agent. Transfers to a queue answered by a second Agent are not count here because those are considered a Queued call and thus appear in the Total Queue Calls column.

  • Total Outbound Calls: The number of successful outbound calls that an Agent makes. The Agent and the Destination must answer the call for it to be considered a successful outbound call.

  • Total Calls: The sum of Total Queue Calls, Total Callbacks, Total Inbound Transfers and Direct Calls, and Total Outbound Calls.

  • Total Missed Calls: The number of calls sent to the Agent that did not connect. This includes only calls from the queue. These calls remain in queue despite an Agent not answering the call. Reasons for missed calls range from the Agent simply not answering the call to technical issues with the Agent’s phone.

  • Total Transfers Initiated by Agent: The number of calls that an Agent transferred. This includes warm and cold transfers and includes transfers to DID, queues, and IVRs.

  • Total Available Time: The total amount of time that an Agent was in the Available status.

  • Avg Available Time: The average amount of time that an Agent was in the Available status. Calculated from the Total Available Time divided by the number of times the Agent moved to the Available status.

  • Total Secs on Inbound Call: The total time spent On Call during calls from the queue, callbacks, direct calls, and transfers from other Agents.

  • Avg Secs On Inbound Call: The average amount of time that an Agent was On Call during inbound calls. This includes calls from the queue, callbacks, direct calls, and transfers from other Agents. Calculated from the total time On Call (in one of the above call types) divided by the number of calls.

  • Total Secs On Outbound Call: The total time spent On Call during manual outbound dials and scheduled dialouts.

  • Avg Secs On Outbound Call: The average amount of time that an Agent was On Call during inbound calls. This includes manual outbound dials and scheduled dialouts. Calculated from the total time On Call (in one of the above call types) divided by the number of calls.

  • Total Sec On Call: The total time spent in the On Call status for all call types.

  • Avg Secs On Call: The average time spent in the On Call status for all call types.

  • Total Secs On Wrapup: The total time that an Agent spent in the Wrap-Up status.

  • Avg Secs On Wrapup: The average time that an Agent spent in the Wrap-Up status. Calculated from the Total After-Call Work Time divided by the number of times that the Agent moved to the Wrap-Up Status.

  • Total Secs On After-Call Work: The total time that an Agent spent in the After-Call Work status.

  • Avg Secs On After-Call Work: The average time that an Agent spent in the After-Call Work status. Calculated from the Total After-Call Work Time divided by the number of times the Agent moved to the After-Call Work status.

  • Total Secs On Break: The total time that an Agent spent in the On Break status.

  • Total Secs On Other: The total Time spent in all Other statuses. These are the custom statuses or custom Busy Reasons.

  • Total Logon Time: The total time that an Agent spent logged into the software.

  • Avg  Ring Time: The average time it takes an Agent to answer a call. Calculated from the time between the initial call invite to the answer time divided by the number of answered calls. It does not include missed calls.

  • Total Handle Time: The total time the agent spent in the Talk, Wrap-Up, and After-Call Work statuses.
  • Avg Handle Time: The average time that an Agent spent in the Talk, Wrap-Up, and ACW statuses. Calculated from the Total Handle Time divided by the number of times the Agent moved to the Wrap-Up status.
  • Total Inbound Calls: The total number of calls answered by the Agent.

  • Ring Count: The total number of times a call is sent to an Agent. This includes answered calls and missed calls.

  • Total Ring Time: The total number of seconds spend ringing the Agent.

Important:

  • If an Agent is logged in over multiple days, the entire session is counted in the day that the Agent logged in.

    • For example, if an Agent logs in at 08:00 PM on June 10th and logs out at 04:00 AM on June 11th, all times are counted as a June 10th Agent session. If a report is run for June 11th, no time date appears for this Agent.

    • The calls are not associated to the Agent’s session. This means that, while the call counts for a report run on June 10th show all the calls for the entire 8-hour Agent session, the calls made between midnight and 04:00 AM on June 11th appear on a report run for June 11th.

  • If an Agent is logged in for multiple days, the time data appears for the day that the Agent logged in. Subsequent days display zeros for the time spend in various statuses. The call counts appear on the day of the call.

    • This could lead to times greater than 24 hours in a single day.

  • The times show the time that the Agent was in the various statuses. They might not match the CDR data that displays the length of calls for various reasons, including Agents manually changing their status from On Call to Available while on a call, or technical troubles.

  • Chats and Emails are not included in this report.