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.

report