Definition

Displays a performance summary of the top five agents for the scheduled duration.

If more than five agents have the same values for metrics on which the agents are ranked, the report displays all such agents.

How it works

This report tracks the performance of the contact center agents for the selected duration and displays the performance summary of the five agents who completed the maximum number of interactions. For interval-based reports, the data displayed is listed at the agent level and is written to the database every 15 minutes. For daily roll-up and monthly roll-up data-based reports, the data is aggregated on the next day and the next month, respectively.

Business usage

Compare the performance of the top five agents for the selected duration to determine those agents who are using their active time productively and those who are not.

This report provides answers to some key questions, such as:

• How do the top five agents compare in answering the interactions for the current interval?

  Use the Answered measure to determine the number of interactions answered by the top five agents.

• How do the top five agents compare in completing the interactions directed to them for the selected duration?

  Use the Completed measure to determine and compare the call completion attribute of the agents.

• How to view the performance details of the top five agents simultaneously?

  Hover your mouse over the graph to get each agent login ID to view and compare the performance details of the top five agents.

• What are the columns available in the standard report?

  For the list of available columns, see the following table:

  Columns	Description
  Agent Display Name	The name of the agent as configured in Application Center Administration.
  Agent Login Id	The login ID associated with the agent. The asterisk (*) denotes the deleted users.
  Answered	The number of interactions that an agent answered.
  Completed	A count of completed interactions for an agent within the reporting period.
  Offered	A count of interactions directed to the agent within the reporting period.