Agents
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 Disconnected | Allows to see if it was the agent that disconnected the inbound/outbound call. *For records existing prior to the implementation of this field, the Agent Disconnected value is null. | no calculation | String | Agent, Queue |
| Agent Disconnected % | Helps to know among the calls the agent handled, what % of the calls were disconnected by him. | Count of call type = inbound answered + outbound connected | % | Agent, Queue |
| Agent Name | The name of the agent. | no calculation | String | |
| Data Status | You can include or exclude records with errors. This filter will have three options available: “Valid”, “Damaged”, and “All”. By default, only “Valid” records will be visible. Valid Records - Regularly Processed Records. Damaged Records - Those are corrupted caused by missing events in call records. | No calculation | String | |
| The agent's email. | no calculation | String | ||
| Agent Active? | This field gives us information about the subscription of the agent's account. If the agent has the subscription active, then the field is marked as true, if the agent has the subscription deactivated, then the field is marked as false. (This field it's not related to the agent's status). | 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 | The count of attempts to dial each agent for a call. Damaged records are excluded from this count. | SUM of all the calls' legs that rang the agent regardless of the outcome | Count | Agent, Queue |
| Pickup Rate per Agent | Answered Calls / Dial Attempts External Phone Numbers, If-No-Answer Agents & Forwarding Phone Numbers are included in this formula. | 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 |
Updated over 1 year ago