CX Agents Performance Report
- Bob Young
This report provides agent performance details considering all the calls managed across all the queues the agent is assigned to that it is assigned.
The Summary Section provides metrics based on the queue selection.
The Detailed Section, breaks down the Agent performance, considering all calls handled for all queues assigned to the agent despite the Ques selected in the filter section.
The Chart View provides a Line or Area chart type per Agent.
Summary Section
Detailed Section
Chart View
Report Description
(Inbound and Outbound Unless Otherwise Stated)
Table (by Queue): Calls on period, Answered Calls, Average Talking Time (ATT), Average Speed of Answer (ASA), Average Start Position, Queue Max Size.
Table (by Agent): Agent, Login (name), (Occupation) Logon, Idleness, % Occupied, (Pause) Total, Productive, Not Productive, (In) Quantity, Duration, ATT, (Out: Completed) Quantity, Duration, ATT, Ringing, (Out: Not Completed), Quantity, Duration, (Campaign), Quantity, Duration, ATT, Attempts % Disconnection. Chart (selectable Line/Area): ATT (inbound calls only).Table (by Queue): Calls on period, Answered Calls, Average Talking Time (ATT), Average Speed of Answer (ASA), Average Start Position, Queue Max Size.
Note: Please review the Productive and Unproductive Pauses Calculation section to better understand how the pause time is calculated.
Report Filters
Date Range.
Active Queues.
Queues. Note: this filter affects calculation of the Queue summary section, and it is used to get the list of Agents assigned to those queues. Agent performance data displayed is not limited / calculated based on the queues filtered but all the queues assigned to the Agent (call calls handled by the Agent).
Report Features
View graphical Line or Area chart.
Schedule report delivery.
Download the report as a spreadsheet or PDF.
Add/view notes.
Available in Offering
All Offerings.