Report 2.04 - Agent Interaction Summary

Summary of time spent by agent in various states: Login time, Not Ready Time, Ready Time, Handling Time, Busy Time, No Answer Time, Break Time, etc.

Parameters:

  • Customer Database – source database
  • Time Zone - customer’s time zone by Default
  • Manual Start Date
  • Manual End Date
  • Period - Choices are Custom, Last Hour, Today, Yesterday, Last Week, This Month, Last month, Last Year, This Year, Last 7, 14, 21 or 30 Days
  • Show Only Connected Interactions
  • Calculated Start Period
  • Calculated End Period
  • Selected Time Interval – Choices can be Monthly, Weekly, Daily, Hourly, or 30 or 15 Minute intervals depending on the period in which the report is run
  • Business Process - multi-value parameter
  • Agents - multi-value parameter
  • Show Empty Rows
  • Show Agent Details
  • Display time values in seconds
  • Enable Pagination



Fields:

  • Agent Name – Agent Name
  • Date – MM/DD/YYYY
  • Interval – HH:MM:SS
  • Interactions Handled – The number of inbound and outbound customer interactions that were handled by the agent.
  • Interactions Missed - The number of missed/bounced interactions by the agent.
  • Interactions Rejected - The number of interactions rejected by the agent.
  • Transferred Internal - The number of interactions answered by the agent and then transferred to another internal destination (Agent, BP, Channel).
  • Transferred External - The number of interactions answered by the agent and then transferred to an external destination.
  • Transfer % - The count of Transferred interactions (Internal + External) / the count of Interactions Handled.
  • Inbound – The number of inbound interactions by the agent
  • Outbound - The number of outbound interactions by the agent (includes both manual outbounds and campaign calls).
  • Callback - The number of handled Callback interactions.
  • Voice - The number of handled voice interactions.
  • Chat - The number of handled chat interactions.
  • Email - The number of handled email interactions.
  • SMS - The number of handled SMS interactions.
  • Ready - The total amount of time spent in "Ready" state during specified report time interval (Ready-Idle + Offered).
  • Break - The total amount of time spent in "Break" state during specified report time interval. (Including custom break + No Answer Break).
  • Busy - The total amount of time spent in "Busy" state during specified report time interval. (Dialing + Waiting For XXX +Busy).
  • Staffed – The sum of (Total Ready Idle + Total Break + Total No Answer + Total Busy + Dialing + Waiting For XXX + Offered)
  • Talk - The total amount of time spent talking during specified report time interval (Voice only).
  • Hold - The total amount of time the caller spent on hold during specified report time interval.
  • Wrap Up - The total amount of time spent in "Wrap-Up" state during specified report time interval.
  • Handle Time Voice - The sum of (Total Wrap Up + Total Talk Time + Total Hold) for handled voice interactions only.
  • AHT Voice - The sum of (Total Wrap Up + Total Talk Time + Total Hold)/Voice Interactions Handled.
  • Handle Time Chat - The sum of (Total Wrap Up + Total Talk Time + Total Hold) for handled chat interactions only.
  • AHT Chat - The sum of (Total Wrap Up + Total Talk Time + Total Hold)/Chat Interactions Handled
  • Handle Time Email - The sum of (Total Wrap Up + Total Talk Time + Total Hold) for handled email interactions only.
  • AHT Email - The sum of (Total Wrap Up + Total Email Time + Total Hold)/Email Interactions Handled.
  • Occupancy % - (Total Busy + Dialing + Waiting For XXX)/(Total Busy + Total Ready+ Waiting For XXX + Dialing + Offered).
  • Utilization % - (Total Busy + Total Ready Idle + Dialing + Waiting For XXX)/Total Staffed Time.
  • Ready % - Total Ready Idle/Total Staffed Time.
  • Talk Time % (Voice) - Total Talk time/Total Staffed Time.
  • Hold Time % (Voice) - Total Hold time /Total Staffed Time
  • Wrap Up % (Voice) - Total Wrap Up time/Total Staffed Time.
  • Break Time % - (Total Break time + Custom Break) /Total Staffed Time