Agents Report
Compares the performance of agents in terms of calls, speed to answer, dial attempts and pickup rate per agent, call duration and availability.

These are the available filters in the Agents Report:

  • Agent
  • Agent Ring Group
  • Call Ring Group
  • Date
  • Dedicated Line
  • Timezone

Note: In the metrics related to the time spent in a status, you may notice a slight difference in the figures, between Explore and the Agents tab (plus scheduled reports). For example, in a timeframe of 24 hours, there may be a difference of a few seconds. This is due to improvements in the data granularity brought by Explore.

Metric Name

Description

Calculation

Metric Type

Perspective

Agent Name

The name of the agent.

no calculation

String

Email

The agent's email.

no calculation

String

Agent Active?

Agents' in active state TRUE or FALSE.

no calculation

String

Total Calls per Agent

This is the total number of calls, both inbound and outbound and outbound missed.

COUNT of call type = inbound + outbound + outbound missed.

Count

Agent, Queue

Outbound Calls per Agent

This is the total number of outbound calls placed by the agent. This includes calls that were answered by a customer, calls that went to voicemail and calls that were missed by the customer.

COUNT of call type = outbound + outbound missed per agent

Count

Agent, Queue

Inbound Calls per Agent

This is the total number of inbound calls handled by the agent.

COUNT of call type = inbound per agent

Count

Agent, Queue

Average Speed To Answer per Agent

This is the average time the agent took to answer inbound calls.

AVG speed to answer when call type = inbound per agent

Time in seconds

Agent, Queue

Dial Attempts per Agent

count of attempts to dial each agent for a call.

SUM of all the calls' legs that rang the agent regardless of the outcome

Count

Agent, Queue

Pickup Rate per Agent

percentage of dial attempts that were successfully answered by each agent.

Percentage

Agent, Queue

Total Talk time per Agent

Sum of all the talk times per call per agent.

SUM duration for calls which call type = inbound answered or outbound connected per agent

Time in seconds

Agent, Queue

Average Talk time per Agent

Average talk time per call.

AVG duration for calls which call type = inbound answered or outbound connected per agent

Time in seconds

Agent, Queue

Time in Available per Agent

Time spent by the agent in the "Available" status.

SUM duration for status = Available per agent

Count

Agent, Queue

Time in On a Call per Agent

Time spent by the agent in the "On a Call" status. Includes the time that the outbound calls are trying to connect the contact person.

SUM duration for status = On a Call per agent

Time in seconds

Agent, Queue

Time in After Call Work per Agent

Time spent by the agent in the "After Call Work" status.

SUM duration for status = After Call Work per agent

Time in seconds

Agent, Queue

Time in Offline per Agent

Time spent by the agent in the "Offline" status.

SUM duration for status = Offline per agent

Time in seconds

Agent, Queue

Time in Away per Agent

Time spent by the agent in the "Away" status.

SUM duration for status = Away per agent

Time in seconds

Agent, Queue

Time in Lunch per Agent

Time spent by the agent in the "Lunch" status.

SUM duration for status = Lunch per agent

Time in seconds

Agent, Queue

Time in Busy per Agent

Time spent by the agent in the "Busy" status.

SUM duration for status = Busy per agent

Time in seconds

Agent, Queue

Outbound Connected per Agent

Number of outbound calls placed by agent.

COUNT call type = outbound

Count

Agent, Queue