Agents Breakdown

Compares the performance of agents in terms of number of calls handled and availability, in intervals of one hour. This can be adjusted down to 30 or 10 minutes in the filters, if you send or schedule the report.

These are the available filters in the Agents Report:

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

Agent, Queue

Agent Email

The agent's email.

no calculation

String

Agent, Queue

Agent Active?

If agent Active = TRUE.

no calculation

String

Agent, Queue

Start Time

Lower threshold of the time interval picked within a given time frame.

no calculation

Date, Time

Agent, Queue

Total Calls per Agent

The total number of calls, both inbound and outbound, handled by the agent.

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 AND outbound missed.

Count

Agent, Queue

Inbound Calls per Agent

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

COUNT of call type = inbound

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 on the requested slot

Time in seconds

Agent

Total Talk Time per Agent

Total talk time duration of all inbound and outbound calls.

SUM Talk time for contacts which call type = inbound answered OR outbound connected per agent

Time in seconds

Agent

Average Talk time per Agent

Average talk time duration of all inbound and outbound calls.

AVG talk time for contacts which call type = inbound answered OR outbound connected per agent

Time in seconds

Agent

Time in Available per Agent

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

SUM of duration of status = available per agent within configured time slot of given time frame

time in seconds

Time in On a Call per Agent

Time spent by the agent in the "On a Call" status.

SUM of duration of status = on a call per agent within configured time slot of given time frame

Time in seconds

Time in After Call Work per Agent

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

SUM of duration of status = after call work per agent within configured time slot of given time frame

Time in seconds

Time in Offline per Agent

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

SUM of duration of status = offline per agent within configured time slot of given time frame

Time in seconds

Time in Away per Agent

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

SUM of duration of status = away per agent within configured time slot of given time frame

Time in seconds

Time in Lunch per Agent

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

SUM of duration of status = lunch per agent within configured time slot of given time frame

Time in seconds

Time in Busy per Agent

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

SUM of duration of status = busy per agent within configured time slot of given time frame

Time in seconds

Time in [Custom status] per Agent

Time spent by the agent in the [Custom] status.

SUM of duration of status = [custom status] per agent within configured time slot of given time frame

Time in seconds

Outbound Connected per Agent

The total number of outbound calls placed by the agent. This includes calls that were answered by a customer.

COUNT of call type = outbound per agents

Count