Agent Performance

This report provides performance-related statistics by agent such as agent name, available time, and the number outbound calls made using the Dial Pad or Click-to-Dial during a given period of time.

  This information is specific to this data set, with these metrics selected. The metrics itemized below will be pre-selected by default in Analysis. Adding or removing a column will modify data results as outlined on this page.

Build the Agent Performance report:

  1. Go to Reporting > Historical Reporting.
  2. In the sidebar, click Analysis
  3. From the Select Data drop-down menu, select the Agent Performance data set.
  4. Click Ok and the table will load displaying the report data.

Sample Report

Click image to enlarge

This table describes each column in the Agent Performance report:

Name Type Description
Tenant Name Attribute The name of the tenant that the agent was logged in to.

Agent Name

 Attribute The agent's first name and last name.
Agent ID UUID The agent's unique identifier.
Date Attribute

The date in your tenant's timezone and in month, day, and year (mm/dd/yyyy) format.
Available Time Measure

The amount of time that agents are:

  • Idle (Ready and Not Allocated)
  • Busy (Ready and Allocated) or (Not Ready and Allocated)

Available Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

Total Logged In Time

Measure

The amount of time between when an agent logged in and when they logged out. If the agent is currently logged in, the time since this agent logged in will not be included until the end of the agent's session.

Resource Logged In Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

Paused Time Measure

The amount of time that agents were in a Not Ready state as a result of rejecting work. In other words, the amount of time that agents were in a Paused state.Paused Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

Agent Idle Time Measure

The amount of time that agents were both Ready and Not Allocated for the given date range. Idle Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

Agent Away Time Measure

The amount of time that agents are logged in, and are both Not Ready and Not Allocated for the given date range. Away Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss). .

Outbound Calls Measure

The number of outbound calls made using Click to Dial or the dial pad.

Outbound Talk Time Measure

The total talk time for outbound calls made using Click to Dial or the dial pad. Outbound Talk Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

Back to Pre-selected Data Set list