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 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 | Percentage | Agent, Queue |
| Agent Name | The name of the agent. | no calculation | String | |
| Agent Email | The agent's email. | no calculation | String | Agent, Queue |
| 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 | 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 |
Updated about 2 years ago