Agent Overview is a complete snapshot of an Agent’s statistics. The report is divided into sections, including Overall Performance and Time By Status, and sorts key Agent metrics by queues and classifications.

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: This adds all deleted Agents to the list.

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

PDF 

Overall Performance 

  • Total Calls: The total number of calls than an Agent answered. Includes all call types.

  • 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.

  • Chats: The total number of chats from the queue that an Agent connected to.

  • Emails: The total number of emails from the queue that an Agent received.

  • Time Logged On: The total amount of time that an Agent was logged in.

  • Time Available: The total time spent in the Available status.

  • Time On Break: The total amount of time spend in the On Break status.

  • Calls-Total: The time spent on calls of all types.

  • Calls-Avg: The average time spent on all call types. Calculated from the total time in On Call divided by the total number of calls answered. It does not include missed calls.

  • Chat-Total: The time spent in the On Chat status. Agents can engage in multiple chats simultaneously. This does not show all chat times combined.
    For example, if an Agent is in a chat for 10 min, but at the 5 min mark they engage in another chat so that they are serving two chats at once, the Time On Chat does not double. If both chats end at the same time, one lasting 10 min and the other one lasting 5 min, the Agent is counted as having spent 10 minutes in the On Chat status.  This is to prevent an Agent from having more chat time than login time in any period.

  • Chat-Avg: The average time that an Agent spends in chat. Calculated from the total time of each chat divided by the number of chats. It does not consider the Agent’s time On Chat as Chat-Total does. Based on the chats’ detailed records.

  • Email-Total: The total number of emails from the queue that an Agent receives.

  • Email-Avg: The average time that an Agent spent on emails. Calculated from the total time spent On Email divided by the number of emails that an Agent receives.

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

  • Time On Wrap-up-Avg: The average time that an Agent spent in the Wrap-up Status. This is the total time in Wrap-up divided by the number of times that an Agent moves to that status.

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

  • Time on After-Call Work -Avg: The average time that an Agent spent in the After-Call Work status. Calculated from the total time in Wrap-up divided by the number of times that an Agent moves to that status.

  • Total Time on Other: The total time spent in all Other or custom activities.

By Queue

  • Interaction Total: The total number of interactions of all types by queue.

  • Total Time: The total time spent in On Call, On Chat, or On Email by queue.

  • Avg Time/Interaction: The average time spent in all interactions by queue. This is the total On Call, On Chat, or On Email time divided by the number of interactions.

  • Total Wrap: The total time spent in Wrap-up in all interactions by queue.

  • Avg Wrap: The average time spent in Wrap-up divided by the number of interactions.

  • Total After-Call Work: The total time spent in After-Call Work in all interactions by queue.

  • Avg After-Call Work: The average time spent in After-Call Work divided by the number of interactions.

By Client Type/By Subject/By Resolution

These stats are all calculated the same way.

  • Interaction Total: The total number of interactions of all types by classification type.

  • Total Time: The total time spent in On Call, On Chat, and On Email classification type.

  • Avg Time/Interaction: The average time spent in all interactions by classification type. Calculated from the total On Call, On Chat, and On Email time divided by the number of interactions.

  • Total Wrap: The total time spent in Wrap-up in all interactions by classification type.

  • Avg Wrap: The average time spent in Wrap-up divided by the number of interactions.

  • Total After-Call Work: The total time spent in After-Call Work in all interactions by classification type.

  • Avg After-Call Work: The average time spent in After-Call Work divided by the number of interactions.

Time By Status 

This section shows the amount of time Agents spent on all accessible Activities/Statuses.

  • Status: The name of the Activity.

  • Duration: The total time spend in that Activity.

  • Count: The number of times that an Agent moved to that Activity.

  • Avg Time: The average time that an Agent spent in that Activity. Calculated from the total time spent in that Activity divided by the number of times that an Agent moved to that Activity.

  • Percentage of Total Time: The percentage of an Agent’s time spent in that Activity. Calculated from the amount of time spent in that Activity divided by total login time.

CSV

Section 1 

  • Agent ID: A unique identifier of an Agent account.

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

  • Total Answered Calls: The total number of calls that an Agent answered. Includes all call types.

  • 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 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 Chats: The total number of chats from the queue that an Agent connected to.

  • Total Emails: The total number of emails from the queue that an Agent received.

  • Total Logon Duration: The total amount of time that an Agent was logged in.

  • Total Available Duration: The total time spent in the Available status.

  • Total On Break Duration: The total amount of time spend in the On Break status.

  • Total On Call Duration: The total time spent in the On Call status.

  • Avg Talk Time: The average time spent on all call types. Calculated from the total time in On Call divided by the total number of calls answered. It does not include missed calls.

  • Total Secs On Chat: The total time spent in the On Chat status. This time does not multiply if an Agent is on multiple chats.

  • Avg Chat Time: The average time that an Agent spent in chat. Calculated from the total time of each chat divided by the number of chats. It does not consider the Agent’s time On Chat as Chat-Total does. It is based on the chats’ detailed records.

  • Total Secs On Email: The total time spent in the On Email status.

  • Avg Email Time: The average time that an Agent spent on emails. Calculated from the total time spent On Email divided by the number of emails that an Agent receives.

  • Total Wrap-Up Duration: The total time spent in Wrap-up in all interactions by queue.

  • Avg Wrap-Up Time: The average time spent in Wrap-up divided by the number of interactions.

  • Total Secs on ACW: The total time spent in After-Call Work in all interactions by queue.

  • Avg Secs on ACW: The average time spent in After-Call Work divided by the number of interactions.

  • Total Secs On Other: The total time spent in all Other or custom activities.

Section 2 

  • Agent ID: A unique identifier of an Agent account.

  • Full Queue Name: The name of the queue.

  • Calls Answered: The total number of calls answered from that queue.

  • On Call Duration: The total time spent in On Call, On Chat, or On Email by queue.

  • Avg on Call: The average time spent in all interactions by queue.

  • Wrap-Up Duration: The total time spent in Wrap-up in all interactions by queue.

  • Avg Wrap-Up: The average time spent in Wrap-up divided by the number of interactions.

  • On ACW Duration: The total time spent in After-Call Work in all interactions by queue.

  • Avg ACW: The average time spent in After-Call Work divided by the number of interactions.

Sections 3, 4, 5 

These stats are all calculated the same way.

  • Agent ID: A unique identifier of an Agent account.

  • Caller Type/Subject/Resolution: The names of the classification used.

  • On Call Duration: The total time spent in On Call, On Chat, or On Email by queue.

  • Avg on Call: The average time spent in all interactions by queue.

  • Wrap-Up Duration: The total time spent in Wrap-up in all interactions by queue.

  • Avg Wrap-Up: The average time spent in Wrap-up divided by the number of interactions.

  • On ACW Duration: The total time spent in After-Call Work in all interactions by queue.

  • Avg ACW: The average time spent in After-Call Work divided by the number of interactions.

Section 6 

This section shows the amount of time that Agents spent on all accessible Activities/Statuses.

  • Agent ID: A unique identifier of an Agent account.

  • Status Desc: The name of the Activity.

  • Status Count: The number of times that an Agent moved to that Activity.

  • Avg Duration: The average time that an Agent spent in that Activity. Calculated from the total time spent in that Activity divided by the number of times that an Agent moved to that Activity.

Important:

  • This is a cumulative report. It totals all stats for the entire time frame the report is run for.