Account by Agent Summary

Last Updated : Mar 09, 2022 |
Prolog information
Metadata
Keywords:

Definition

Displays a summary of agents who handled the contacts for the accounts during the current interval.

How it works

Tracks the performance of the contact center agents by accounts for the current interval. Intervals are aggregated by 15 minutes and can be an Interval, Daily, Weekly, Monthly, or Yearly. Supervisors can select the agents to report on and analyze the performance of agents serving the accounts for the selected interval.
This report displays the accounts, attributes, and the channels through which a contact is routed.
You can drill down on an agent to view the Agent Details report. This report provides detailed agent performance.
You can drill down on Abandoned, Completed, Conferenced, Offered, Transferred, Not Answered, Consulted, and Number of Holds measures to view the Agent Interaction report. This report provides agent interactions for the selected measure.

Business usage

  • How many contacts were offered to the agent, and for which accounts are for the current interval?
    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 current interval?
    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 interval?
    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 many accounts did the agent support on each channel, and how much time did the agent spend on each account for the current interval?
    Drill down on the agent to Agent Details. Use the Account ID and Account Name measures to determine the accounts that the agent supported on each channel. Use the Active Time measure to determine the time the agent spent on each account.
  • How do you determine the performance of the agent for the current interval?
    Drill down on the agent to Agent Details. Compare the % Availability with the Average Active Time measure to determine the performance of an agent.
  • How do you view a snapshot of the agent performance across accounts?
    Drill down on the agent to Agent Details. Use the Accounts by Agent Counts View to determine the agent performance for all the accounts that the agent supported.
  • How do you determine the reason for the segment type of a call?
    Drill down to Agent Interaction Details report. Use the Segment Type measure to determine the reason for the segment type of a call.
  • How do you determine whether the supervisor has barged out the agent from the call?
    Drill down to Agent Interaction Details report. Use the Barged Out Indicator measure to determine whether the supervisor has removed the agent from the call.
  • 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.