Account by Agent Monthly Summary

Last Updated : Mar 09, 2022 |
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Definition

Displays a summary of agents who handled the contacts for the accounts during the selected duration.

How it works

Tracks the performance of the contact center agents by account for the selected duration. The duration is rolled-up monthly and can be either Monthly or Yearly. Supervisors can select the agents to report on and analyze the performance of agents serving the accounts for the selected duration.
This report displays the accounts, attributes, and the channels through which a contact is routed.

Business usage

  • How many contacts were offered to the agent and for which accounts for the selected duration?
    Use the Offered measure to determine the number of contacts offered to the agent. Use the Account ID measure to determine the accounts that agent serviced.
  • How many accounts did the agent service for the selected duration?
    Use the Account ID measure to determine the accounts that the agent serviced.
  • How do you determine the usage of channels by an agent for the reporting period?
    Use the Channel measure to determine the number of channels the agent supported while supporting an account. Use the Active Time measure to determine the active time the agent spent for the selected channel.
  • How do you determine the occupancy rate of the agent for each account for the selected duration?
    Use the Account ID measure to determine the accounts that the agent supported the most. Use the Average Active Time measure to determine the active time the agent spent for the accounts.
  • How do you view the number of times and duration when an agent changed its status to Not Ready during an ongoing interaction?
    Use the Not Ready Pending measure to view the number of times an agent enters Not Ready state or Additional Work during an interaction. Use the Not Ready Pending Duration measure to view duration (in seconds) for which agent is in Not Ready Pending state during an interaction.