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
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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
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