Agent Quality
The Agent Quality report summarizes each agent's statistics for the work offered to them 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 Quality report:
- Go to Reporting > Historical Reporting.
- In the sidebar, click Analysis
- From the Select Data drop-down menu, select the Agent Quality data set.
- Click Ok and the table will load displaying the report data.
Sample Report
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Click image to enlarge |
This table describes each column in the Agent Quality report:
| Name | Type | Description |
|---|---|---|
| Tenant Name | Attribute | The name of the tenant that the agent was logged in to. |
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Agent Name |
Attribute | The agent's first name and last name. |
| Agent ID | UUID | The agent's unique identifier. |
| Agent Talk Time % | Measure | Out of the amount of time that the agent was online for the given date range, the amount of time they spent talking to customers. |
| Agent Hold Time % | Measure |
Out of the amount of time that an agent was online for the given date range, the amount of time that they spent on hold during an internal consult. This expression calculates the percentage and shows it up to one place after the decimal. For example, 10.6%. |
| Wrap Up Time % | Measure |
Out of the amount of time that the agent was online for the given date range, the amount of time that they spent in a Wrap Up state. This expression calculates this percentage and shows it up to one place after the decimal. For example, 5.7%. |
| Initiated Transfers | Measure | The total number of transfers that were initiated during the given date range. This statistic includes transfers that completed successfully as well as those that didn't complete. If more than one transfer is initiated in an interaction, each transfer is counted. |
| Transfer % | Measure |
Out of all of the work accepted, the amount of transfers that were initiated. For example, if agents accepted work 15 times and 4 transfers were initiated, then the transfer percent value is 26.7% |
| CSAT % | Measure | The satisfaction scores given by customers to rate the interaction as a percentage of the total possible score. |
