Agent Performance Report, Agent Group, Agent
Report Details
This is a description of the report.
| Detail | Description |
| Report Template Name | Agent Performance Report, Agent Group, Agent |
| Template Filename | ASAGAN_SummaryInfo.rpt |
| Report Type | Agent Group |
| Data Detail | Daily Rollup |
| Report Name | Agent Performance Report |
Agent Performance Report Columns
These are the column descriptions for this report.
| Field Name | Description | Statistic Name | Formula |
| Agent Name | The name appearing in the switch database that is associated with the Agent ID. | AgentName | None |
| ACD Calls | Total number of ACD calls directed to the agent, or calls related by consultation, conference, or transfer. | CallsCustomer | CallsAnsw + CallsInternalReceived - CallsInternalReceivedNew |
| Avg ACD Talk Time | The average length of time the agent spent on an ACD call or a call related by consultation, conference, or transfer. | AvgTalkTime | DurCallsCustomer / CallsCustomer |
| Avg After Call Wrap | The average length of time the agent spent in the switch-initiated wrap state following ACD calls. The wrap time does not include the amount of time the agent might have spent on the phone while in the wrap state. | AvgWrapUpTime | DurSessionsWrapUp / SessionsWrapUp |
| Avg Handle Time | The average length of time that the agent was occupied with ACD calls or calls associated with those calls, plus the wrap time after the call. The wrap time does not include any time that the agent might have spent on the phone. | AvgTalkAndWrapUpTime | TalkAndWrapUpTime / CallsCustomer |
| External In/Out | The total number of extewrnal calls handled by the agent excluding calls made for consultation, transfer, or conference. | CallsExternalNew | CallsExternalReceived + CallsExternalPlacedNew |
| Avg External Talk Time | The average length of external calls handled by the agent excluding calls for consultation, transfer, or conference. | AvgDurCallsExteralNew | DurCallsExternalNew / CallsExternalNew |
| Internal In/Out | The count of internal calls handled by the agent excluding placed or received calls dealing with consultation, conference, or transfer. | CallsInternalNew | CallsInternalReceivedNew + CallsInternalPlacedNew |
| Avg Internal Talk Time | The average length of calls of internal calls handled by the agent excluding those placed or received dealing with consultation, conference, or transfer. | AvgDurCallsInternalNew | DurCallsInternalNew / CallsInternalNew |
| Percent ACD Time | The percentage of time that the agent was occupied with ACD calls or calls related to ACD calls by consultation, conference, or transfer, versus the time that the agent has been signed on to the agent group. | PcntTalkTime | 100 * DurCallsCustomer / DurSessionsOnline |
| Total Online Duration | Duration of sessions where the agent is signed on to the agent group. | DurSessionsOnline | None. |
Report
The following is an example of this report.
