Agent Summary By Queue

This report summarizes each agent's statistics by queue 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 Summary By Queue report:

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

Sample Report

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This table describes each column in the Agent Summary by Queue 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.
Queue Name Attribute The name of the queue that the interaction waited in.
Work Offered Measure The total amount of interactions that were offered to agents for a given date range.
Work Accepted Measure The number of interactions that agents accepted for the given date range.
Work Rejected Measure The number of work offers to an agent that were rejected during a given period of time.
Work Accepted Time Measure

The amount of time that elapsed from when an agent was offered work to when the agent accepted the work. This statistic is not counted if the work is not accepted.

Work Accepted Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).
Avg Work Accepted Time Measure

For the given date range, the average amount of time that elapsed from when an agent was offered work to when the agent accepted the work. This statistic is not counted if the work is not accepted

Average Work Accepted Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).
Time to Answer Measure

The length of time, in seconds, between when a customer enters a queue and when they start an active conversation with an agent.

  Time to Answer is different than Queue Time. Queue Time doesn't require an agent to start a conversation. If an interaction is removed from the queue, but an agent rejects the work and the interaction goes back into the queue, Queue Time is reset while Time to Answer is not.
Avg Time to Answer Measure The average length of time that elapsed from when a customer entered the queue to when they started an active conversation with an agent for the given date range.

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