Displays the performance and productivity of an agent by Channels for the selected duration.
How it works
Tracks how agents handle contacts delivered to them for the selected duration. Supervisors can view how the agents handle contacts delivered to them for a selected duration. The duration is aggregated monthly and can be either Monthly or Yearly. Data displayed is listed at agent level and data is written to the database the next month.
Business usage
Monitor and compare the performance of each agent for the selected duration to view how the agents use their time. This report provides answers to some key questions, such as:
How many contacts were offered to an agent and how many of these contacts were completed for the selected duration.
Use the Offered measure to determine the number of contacts directed towards the agent for the selected interval. Use the Completed measure to determine the number of completed contacts.
How many contacts did an agent handle for the selected duration, and what is the duration for which each contact was handled?
Use the Completed measure to determine the number of contacts handled by the agent.
How do you compare the active duration and idle duration of an agent for the selected duration?
Compare the Active Time measure with the Idle Time measure to determine the time spent by an agent in idle state in relation to active state. You can also use the Average Active Time measure to know the average active time spent by the agent.
How do you compare the agent's performance for the monthly report with other similar monthly reports?
Compare the number of contacts offered and the number of contacts completed and answered with escalations with other similar durations to determine the agent performance.
Is there an improvement in the performance of the agent?
Compare the agent performance in the selected 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 at a glance for the selected duration?
See the field Grand Total for all the measures in the table, or hover your mouse over the measures in Agent Performance Counters.
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.
