Agent Performance Summary

Last Updated : Mar 07, 2022 |
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Definition

Displays the performance and productivity of an agent by Channels for the current interval.

How it works

Tracks how agents handle contacts delivered to them for the current interval. Supervisors can view how the agents handle contacts delivered to them for a selected interval. Intervals are aggregated by 15 minutes and can be either an Interval, Daily, Weekly, Monthly or Yearly. Data displayed is listed at agent level and data is written to the database every 15 minutes.
You can drill down on an agent to view the Agent Details report. This report provides agent performance at a detail level.
You can drill down on Abandoned, Completed, Conferenced, Offered, Transferred, Not Answered, Consulted, and Number of Holds measures to view the Agent Interaction Detail report. This report provides agent interactions for the selected measure. All timestamps pertaining to this report are displayed in UTC time format only.

Business usage

Monitor and compare the performance of each agent for the selected interval 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 interval?
    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 interval 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.
    Drill down on the agent and use the Active Time measure to determine the active duration spent by the agent to handle the contacts.
  • How many contacts did an agent put on hold for the selected interval?
    Drill down on the agent and use the Hold Count measure to determine the number of contacts put on hold by the agent for the selected interval.
  • How many contacts did an agent transfer to other agents for the selected interval duration?
    Drill down on the agent to Agent Details. Hover the mouse over the Transferred measure in the Agent Performance Counts view to determine the number of contacts transferred by the agent to other agents for the selected interval.
  • How do you compare the active duration and idle duration of an agent for the selected time interval?
    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 current interval with other similar time intervals?
    Compare the number of contacts offered and the number of contacts completed and answered with escalations with other similar time intervals to determine the agent’s performance.
  • Is there an improvement in the performance of the agent?
    Compare the agent’s performance in the current interval with data derived from other intervals to see if the performance of the agent is improving.
  • How can you view the agent’s performance at a glance for the selected intervals?
    See the field Grand Total for all the measures in the table, or hover your mouse over the measures in Agent Performance Counters.
  • How can you view the agent’s blended engagement performance?
    Drill down to Agent Details report. See Agent Performance Blended Engagements View.
  • 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 of 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.