Definition

Displays the performance and productivity of an agent by channels for the selected duration.

How it works

Tracks how agents handle interactions delivered to them for the scheduled duration. Supervisors can use this dossier to monitor when an agent has multiple interactions waiting to be answered. Events are captured in the dossier for a selected duration when an incoming contact creates alerts for an agent for interactions waiting to be answered. In an interval-based dossier, the data displayed is listed at the agent level and is written to the database every 15 minutes.

To create a dossier based on customized data, click Chapter in editable mode. In the grid view, you can select measures to display in the grid from the Select Measures panel in the dossier.

How will it help the supervisor of a contact center?

This dossier helps the supervisor to understand how agents are performing and to analyze the agent's skill set for handling different types of interactions.

Business usage

Monitor and compare the performance of each agent by channel for the selected duration to view how the agents use their time. This dossier provides answers to some key questions, such as the following:

• How can I select the required agent whose performance I want to view?

  In the Select Agents field, select the agent name and click OK. You can select multiple agents simultaneously. By default, all agents are selected.

• How can I select the channel for the agent or agents whose performance I want to view?

  In the Select Channels field, select the channel name and click OK. You can select multiple channels simultaneously. By default, all channels are selected.

• How many interactions were offered to an agent, and how many were completed for the selected duration?

  In the grid view, 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.

  For a visual representation, check this information in the Channel Summary bar diagram.

• How many interactions 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 interactions 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 the agent spends handling 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 put on hold for the selected interval. To get the duration for which the agent put a contact on hold within the scheduled duration, use the Hold Time measure. The dossier displays the duration in the dd:hh:mm:ss format.

• How do you compare the active time and alert time of an agent for the selected duration?

  To compare the Active Time and the Alert Time measures, check the time an agent spent in an active state with alert time. The Alert Time measure is the time the agent receives alerts for interactions offered within the reporting duration.

• How can you find the number of contacts which are abandoned before an agent answers the interaction?

  You can use the Abandoned from Alerting column to get a count of the contacts the customer abandons after being offered and before the agent answers them.

• How do you compare the agent performance for the current duration with other similar durations?

  Compare the number of interactions offered, the number of interactions completed, and the interactions answered with escalations with other similar time durations to determine the agent performance.

• 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 agent's performance improves.

• How can you view the agent’s performance at a glance for the selected duration?

  See the Total field for all the measures in the grid view.

• What are the filters available in the dossier?

  The following are the filters available in the standard dossier:

  Columns	Formula
  Agent Name (Login ID) (number of selected agent)	Select the relevant agents. If you have over 15 agents, the dossier displays the search option to filter the required agent.
  Channel (number of selected channels)	You can select the relevant channel, such as Chat or Email.
  Interval Date Hour	You can select the duration in the From and To fields for Interval and Date.

  To customize the dossier, you can drag and drop any standard filtering measures.

• What are the standard columns available in the dossier?

  The following are the standard columns available in the dossier:

  Columns	Description
  Abandoned From Alerting	The number of alerting interactions that the customer disconnects within the reporting period.
  Active Duration	The total active duration of all the interactions over all the channels.
  Agent Display Name	The name of the agent as configured in Application Center Administration.
  Agent First Name	The first name of the agent.
  Agent Last Name	The last name of the agent.
  Agent Login Id	The login ID associated with the agent. The asterisk (*) denotes the deleted users.
  Agent Name (Login ID)	The agent name and login ID.
  Alert Duration	The total alert duration of all the interactions over all the channels for an agent.
  Answered	The number of interactions that an agent answered.
  Avg Active Time	The average amount of time an agent spends working on interactions.
  Avg Hold Time	The average amount of hold time for an agent while working on interactions.
  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	The unique identifier of the channel.
  Completed	A count of completed interactions for an agent within the reporting period.
  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 Duration	The amount of time the agent had put a customer interaction on hold.
  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.
  Transfer Initiated to Queue	A count of interactions where a single-step transfer to the queue was initiated.
  Transfer Accepted From Queue	A count of interactions where a single-step transfer from the queue was successful.
  Hour	Timestamp value with 60 minute intervals for interval view.
  Interval	The duration of the interaction in 15 minute intervals. You can select the duration in the From and To fields for Interval and Date. For Monthly, you can select the month and year. By default, the Interval pages are set for the current date and Daily pages are set for the previous month.
  Interval Timestamp	A timestamp value with 15 minute interval for Interval view.
  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.

• What are the custom columns available in this dossier?

  The following are the custom columns in the standard dossier:

  Columns	Description
  % Answered	The percentage of answered interactions.
  % Completed	The percentage of interactions completed of those offered.
  % Not Answered	The percentage of unanswered interactions.
  % Holds	The percentage of interactions that spent time on hold.
  Ad Hoc Email Initiated	The number of ad hoc emails initiated from the contact center.
  Ad Hoc Email Sent	The number of ad hoc emails sent from the contact center.
  Avg Alert Time	The average duration the agent had interactions alerting in dd:hh:mm:ss format.
  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.
  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. The metric increments by 1 for the agent who answered the consultation call.
  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.
  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.
  Consult Initiated To User	A count of interactions that an agent initiated as a consultation call with another user. The metric increments by 1 for the agent who initiated the consultation call.
  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.
  Consulted Duration	The duration an agent was in a consultation call with another agent. The duration is displayed in the hh:mm:ss format.
  Consulting Duration	The duration an agent spent consulting another agent. The duration is displayed in the hh:mm:ss format.
  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.
  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 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.