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.

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