CX Agents Performance Report

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

Open

Detailed Section

Open

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.  

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.