Agent Statistics
- PeterF (Deactivated)
Overview
The agent statistics report displays summary details for the calls taken by an agents through a Queues The report is in two sections, total call details for all queues and a graph that plots volumes on a no. of key metrics.
Intended Use
Provides a high level over view where an agent is spending their time.
Filters
When running the Agent Statistics report you can control the report based on a number of selection criteria:
- Agent Statistic Intervals: This defines the reporting period. The start period commences at 12:00am and the end period completes at 12:00pm. To select a single date the start and end periods should be for the same date.
- Reporting Interval: Controls level at which a detail line is generated. If 'Hour' is selected then a detail line will be generated with totals/averages/etc for each hour.
- Queue: Defines the set of queues the report will be run for. You can select all queues by clicking the checkbox at the top labeled 'Queue' or you can select one individual queue.
- Agent:Defines the set of agents the report will be run for. You can select all agents by clicking the checkbox at the top labeled 'Agent' or you can select one individual agent.
Interval and Date range interaction
Date ranges MUST start at the beginning of an interval, this becomes an issue when the interval is set to WEEK, MONTH or YEAR. The start date will automatically be adjusted back to the start of an interval if it is not aligned with an interval start.
For example if the interval were MONTH and the start date was 17/07/2011, then the report would be generated with a start date of 01/07/2011. The filters on the generated report will reflect this adjustment.
Details
The Agent Statistics report also provides the ability to 'drill down' on each agent to view the Queue Details report which shows all of the calls taken by that Agent in the selected period.
Agent Statistics Graph
At the bottom of the report a graph is displayed with the following values plotted for each interval (row) displayed in the report:
- Total Calls
- Total Talk Time
- Total Handling Time
- Total Wait Time
- Total Wrap Time
Fields
| Field | Description |
|---|---|
| Agent | The name and login of the agent |
| Inverval | The start date/time of the interval for that row |
| Calls Total | The number of calls handled by the agent for the interval |
| Calls % | The number of calls answered by the agent within the interval as a percentage of the total number of calls entering the selected set of queues within the interval |
| Talk Time Total | the sum of all talk time for the agent for the interval |
| Talk Time Avg | The average talk time per call in the interval |
| Talk Time Max | The maximum talk time for a call in the interval |
| Talk Time % | The amount of talk time within the interval as a percentage of the total inbound talk time for the system. |
| Wrap Up Time Total | The total wrap up time for the agent within the interval |
| Wrap Up Time Avg | The average wrap up time per call in the interval |
| Wrap Up Time Max | The maximum wrap up time for a call in the interval |
| Handling Time Total | The total Handling Time for the agent within the interval |
| Handling TIme Avg | The average handling per call in the interval |
| Handling Time Max | The maximum handling time per call in the interval |
| Pause Time Total | The total time in the interval that the agent was paused on ALL queues that they were logged into |
| Pause Time Avg | The average amount of time in the interval that the agent was paused on ALL queues that they were logged into |
| Pause Time Max | The maximum time in the interval that the agent was paused on ALL queues that they were logged into |
| Logged in time | The total of time that the agent was logged into at least 1 queue |
| Outbound Calls | The number of out bound calls made in the interval |
| Outbound call duration | The total duration of out bound calls made by the agent in the interval |
Refer to the Report Definitions for more detailed explaination of each field and how it is derived.