Definition

How it works

How does the report help the supervisor of a contact center?

Business usage

• How many interactions were offered to an agent, and how many interactions were completed for the selected duration?
  Use the Offered measure to determine the number of interactions directed toward the agent for the selected duration. Use the Completed measure to determine the number of completed interactions.
• How many interactions did an agent handle for the selected duration, and what is the duration for which the agent handled each contact?
  Use the Completed measure to determine the number of interactions that the agent handled. The Answered and Not Answered measures display the number of responses for interactions offered to the agents within the reporting period.
  Use the Active Time measure to determine the active duration that the agent spends to handle the interactions.
• How many interactions did an agent put on hold for the selected duration?
  Use the Hold measure to determine the number of interactions the agent places on hold for the selected duration. Use the Hold Time measure to get the duration for which the agent put a contact on hold within the scheduled duration. The report displays the duration in the dd:hh:mm:ss format.
• How many interactions did an agent transfer to the queue for the selected duration?
  Use the Transfer Initiated to Queue column to see the count of transfer attempts that the agent initiates. For a count of transfers that the agent successfully handles, see the number displayed in the Transfer Accepted From Queue column.
• How do you compare an agent's active time and alert time for the selected duration?
  To compare the Active Time and the Alert Time measures, check the time an agent spends in an active state compared to alert time. The Alert Time measure is the time the agent receives alerts for interactions offered within the reporting duration.
• How can you determine the number of abandoned contacts before an agent answers the interaction?
  You can use the Abandoned from Alerting column to count the contacts the customer abandons after offering and before the agent answers them.
• Is there an improvement in the performance of the agent?
  Compare the agent’s performance in the current duration with data derived from other durations to see if the performance of the agent is improving.
• How can you view the agent’s performance for the selected duration at a glance?
  See the Total field for all the measures in the report's table.
• What are the columns available in the standard report?
  For the list of available columns, see the following table:

  Columns	Description
  Abandoned From Alerting	The number of alerting interactions that the customer disconnects within the reporting period.
  Active Time	The duration the agent spent working on interactions within the reporting period in dd:hh:mm:ss format. Active Time is a calculated column derived from Active Duration.
  ACW Count	A count of interactions in active ACW state for the queue or the channel.
  ACW Duration	The duration an agent was in the ACW state within the reporting period.
  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.
  Agent First Name	The first name of the agent.
  Agent Last Name	The last name of the agent.
  Alert Time	The time the agent receives alerts for interactions offered within the reporting duration.
  Answered	The number of interactions that an agent answered.
  Channel	The unique identifier of the channel.
  Completed	A count of completed interactions for an agent within the reporting period.
  Conference to External	A count of external consultation calls that resulted in a conference.
  Forwarded	A count of interactions forwarded by the agent within the reporting period.
  Hold	A count of customer visible holds within the reporting period.
  Hold Time	The duration for which the agent places the interactions on hold in dd:hh:mm:ss format.
  Interval Date Month	Timestamp values with 15-minute intervals for Interval view, Date for daily view, and Month for monthly view.
  Not Answered	A count of interactions offered that the agent did not answer.
  Offered	A count of interactions directed to the agent within the reporting period.
  Warm Transfer to External	A count of interactions that resulted in a transfer to an external number.
  Warm Transfer Initiated to User	A count of interactions where a consultation call to the user resulted in an agent initiating a transfer to another agent.
  Warm Transfer Accepted From User	A count of interactions where a consultation call to a user resulted in an agent accepting the transfer from the user.
  Warm Transfer Initiated to Queue	A count of interactions where a consultation call to a queue resulted in an agent initiating a transfer to the queue.
  Warm Transfer Accepted From Queue	A count of interactions where a consultation call to the queue resulted in an agent accepting a transfer from the queue.
  Consult to External	A count of interactions where an agent initiated a consultation call with a user with an external number.
  Consulting External Duration	The duration an agent spent consulting a user with an external number.

• What are the columns available for customization in the report?
  For the list of available columns, see the following table:

  Columns	Description
  % Answered	The percentage of answered interactions.
  % Completed	The percentage of interactions completed of those offered.
  % Holds	The percentage of interactions that spent time on hold.
  % Not Answered	The percentage of unanswered interactions.
  ACW Duration (secs)	The duration for which the agent was in the ACW state in seconds.
  Average Active Time	The average active time for each answered interaction in dd:hh:mm:ss format by the channel.
  Average Alert Time	The average duration the agent had interaction alerting in dd:hh:mm:ss format by the channel.
  Barged	The number of times a supervisor barged in on an agent within the reporting period.
  Barged Duration	The duration for which the supervisor barged into an interaction within the reporting period.
  Barging	The number of times a supervisor performed a barging interaction within the reporting period.
  Barging Duration	The duration for which a supervisor performed a barging interaction within the reporting period.
  Channel Idle Time Duration	The amount of time an agent is not active on an interaction but available for work.
  Coached	The number of times a supervisor coached an agent.
  Coached Duration	The duration for which a supervisor coached an agent.
  Coaching Duration	The duration for which a supervisor carried out a coaching interaction.
  Completed Active Duration	The duration of an active call until it is placed on hold or disconnected during the reporting period. This measure is reported in the interval when the call is completed.
  Completed Active Duration (secs)	The duration in seconds of an active call until it is placed on hold or disconnected during the reporting period. This measure is reported in the interval when the call is completed.
  Consulting Duration	The duration an agent spent consulting another agent. The duration is displayed in the hh:mm:ss format.
  Conference Initiated To Queue	A count of interactions where an agent initiates a consultation call to a queue that ends as a conference within the reporting period. The metric increments by 1 for the agent who initiated the consultation call.
  Conference Accepted From Queue	A count of interactions where an agent answered a consultation call from another agent that ended as a conference within the reporting period.
  Consulting duration (secs)	The duration an agent spent consulting another agent in seconds.
  Consulted duration (secs)	The duration an agent was in a consultation call with another agent in seconds.
  Exclusivity Count	A count of times the Exclusivity Mode (Voice Priority) was activated. The metric increments by 1 when the agent on an active voice interaction enters the Exclusivity Mode, blocking all other digital interactions.
  Exclusivity Duration	The time an agent spent in the Exclusivity Mode (Voice Priority), blocking all other digital interactions.
  Completed Exclusivity Duration	The amount of time the agent spent in the Exclusivity Mode (Voice Priority), blocking all other digital interactions. This measure is reported in the interval when the Exclusivity Mode ends.
  Forwarded	A count of interactions forwarded by the agent within the reporting period.
  Observed	A count of the agents observed by a supervisor within the reporting period.
  Observed Duration	The duration for which the agents were observed by a supervisor within the reporting period.
  Transfer To External Canceled	A count of the interactions where a single-step transfer to an external address was canceled.
  Transfer to External Failed	A count of the interactions where a single-step transfer to an external address failed.
  Transfer to External Initiated	A count of the interactions where a single-step transfer to an external address was initiated.
  Transfer To Queue Canceled	A count of interactions where a single-step transfer to the queue was canceled.
  Transfer to Queue Failed	A count of interactions where a single-step transfer to the queue failed.
  Conference Initiated To User	A count of interactions where an agent initiates a consultation call to another agent that ends as a conference within the reporting period. The metric increments by 1 for the agent who initiated the consultation call when the agent completes the call as a conference.
  Consult Initiated To User	A count of interactions that an agent initiated as a consultation call with another user.
  Consult Initiated to Queue	A count of interactions that an agent initiated as a consultation call to another queue. The metric increments by 1 for the agent who initiated the consultation call.
  Consult Accepted From Queue	A count of consult to queue calls answered by an agent within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
  Consult Accepted From User	A count of consult to user calls answered by an agent within the reporting period.
  Conference Accepted From User	A count of interactions where an agent answers a consultation call from another agent that ends as a conference within the reporting period. The metric increments by 1 for the agent who answered the consultation call when the agent initiating the call completes the call as a conference.
  Consulted Duration	The duration an agent was in a consultation call with another agent. The duration is displayed in the hh:mm:ss format.
  Completed In-Focus Active Duration	The total in-focus active duration of an interaction that completed within the reporting interval. This measure is reported when the ACW phase starts or when the interaction is completed without an ACW phase. The interval includes the time an agent is active during an interaction, but excludes any voice-hold duration.
  Completed In-Focus ACW Duration	The total in-focus ACW duration of an interaction that completed within the reporting interval. This measure is reported when the active phase of the ACW is completed in the interval.
  Completed In-Focus Active Count	A count of interactions for which the active phase is completed within the current reporting interval and was in focus in a current or previous reporting interval. This measure is reported when the ACW phase starts or when the interaction is completed without an ACW phase. The metric increments when the transferred interaction is completed if the tranferred interaction gets focus at least once.
  Completed In-Focus ACW Count	A count of interactions for which the active ACW phase is completed within the current reporting interval and was in focus in a current or previous reporting interval. The metric increments when the ACW phase of the interaction is completed.