Definition

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

How it works

Tracks how agents handle interactions delivered to them for the selected duration.

For dossiers based on interval data, supervisors can view how the agents handle interactions delivered to them for a selected interval. Intervals are aggregated by 15 minutes and can be selected for a scheduled duration. 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.

Apart from the dossier overview for each selected duration, this dossier also provides the following tabs:

• Overview: Displays an overview of the agent interactions for 5 default measures, percentage of agent activity, average interaction response time, average interaction resolve time, and graphical results of two selected measures from the list of default measures.

• Details: Displays the results in a tabular view for a different set of selectors.

Business usage

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

• How can a supervisor select a fixed interval in this dossier?

  On the Select a Date Interval field, click to select the duration from the From and To fields.

• How many interactions were offered to an agent, and how many of these interactions 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. The Answered and Not Answered measures display the number of responses by an agent to the interactions offered to the agent within the reporting period.

  In the Overview tab, you can view the details in highlighted boxes across the dossier at the top. The Agent Interactions area displays the values of the 5 default measures Offered,Abandoned from Alerting, Answered, Completed, and Not Answered for selected or all agents. You can also click an individual bar to render other required information for an agent in the dossier.

  The Activity Occupancy % area displays the percentage of the overall activity of an agent for the total logged-in duration in a pie diagram.

  The Agent by Avg Response Time and Agent by Avg Resolve Time areas display the average response duration an agent took to respond to an interaction and the average resolve time to resolve an interaction, respectively. The available durations are 0-1minute, 1-2 minutes, 2-3 minutes, 3-4 minutes,4-5 minutes, and more than 5 minutes.

  Similarly, you can select a measure from the Select Metric 1 and the Select Metric 2 columns to view the graphical results next to them. For example, if you can select Answered from Select Metric 1 and Completed from Select Metric 2, the line graph next to it displays the interactions that were answered and completed during the selected duration. The duration can be 15, 30, or 60 minutes. The default duration is 1 hour.

• How many interactions did an agent handle for the selected duration, and what is the duration for which each interaction was handled?

  Use the Completed measure to determine the number of interactions that the agent handled.

  Use the Active Time measure to determine the active duration the agent spends to handle 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 puts on hold for the selected duration. To get the duration that 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. The Average Hold Time measure displays the average duration for which the agents put the interactions on hold in dd:hh:mm:ss format.

• How many interactions did an agent transfer to queue for the selected duration?

  Use the Transfer Initiated to Queue column to see the count of transfer attempts that the agent initiates. For the count of transfers the agent successfully handles, see the number displayed in the Transfer Accepted From Queue column.

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

  Compare the Active Time measure with the Alert Time measure to determine the time an agent spends in the active state with alert time. The Alert Time measure is when the agent receives alerts for offered interactions within the reporting duration.

• How can you determine the number of abandoned contacts before an agent answers the interaction?

  You can use the Abandoned from Alerting column to count the contacts the customer abandons after offering and before the agent answers them.

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

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

• How to determine the improvement in the performance of an agent?

  Compare the agent's performance in the current duration with data derived from other durations to see if it is improving.

• What are the filters available in the dossier?

  The filters available in the standard dossier are:

  Columns	Formula
  Agent Name (Login ID) (number of selected agents)	You can select the relevant agents. If you have more than 15 agents, then the dossier displays the search option to filter the required agent. For the Agent Top 5 and Bottom 5 data, you can select either all agents to compare their performance, or you can select only the agents you want to compare for each measure.
  Interval	You can select 15 minutes, 30 minutes, or an hour. Select the duration in the From and To fields.

  Note:

  To customize the dossier, you can drag any of the standard measures for filtering.

• How can you view an agent's performance at a glance for the selected durations?

  See the Total field for all the measures in the Agent Performance table.

• What are the standard columns available in the dossier?

  For the list of available columns, see the following table:

  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.
  Active Time	The duration the agent spent working on interactions within the reporting period in dd:hh:mm:ss format. Active Time is a calculated column derived from Active Duration.
  ACW Count	The number of times an agent entered the ACW state.
  ACW Duration	The duration an agent was in the ACW state within the reporting period.
  Avg ACW Time	The average duration an agent spends in ACW.
  Alert Duration	The total alert duration of all the interactions over all the channels for an agent.
  Alert Time	The time the agent receives alerts for interactions offered within the reporting duration.
  Agent First Name	The first name of the agent.
  Agent ID	The unique identifier of the agent.
  Agent Last Name	The last name of the agent.
  External Calls	A count of the external calls that the agent makes from the contact center.
  External Calls Duration	The amount of time the agent spent on external calls during the reporting period.
  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.
  Agent Login Id	The login ID associated with the agent. The asterisk (*) denotes the deleted users.
  Agent Display Name	The name of the agent as configured in Application Center Administration.
  Agent Name (Login ID)	The agent name and login ID.
  Answered	The number of interactions that an agent answered.
  Average Active Time	The average active time for each answered interaction in dd:hh:mm:ss format by the channel.
  Average Alert Time	The average duration the agent had interaction alerting in dd:hh:mm:ss format by the channel.
  Avg Hold Time	The average amount of hold time for an agent while working on interactions.
  Avg Observe Time	The average amount of time interactions were under observation in dd:hh:mm:ss format.
  Completed	A count of completed interactions for an 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.
  Hold Time	The duration for which the agent places the interactions on hold in dd:hh:mm:ss format.
  Interval Date Month	Timestamp values with 15-minute intervals for Interval view, Date for daily view, and Month for monthly view.
  Not Answered	A count of interactions offered that the agent did not answer. The metric does not increment when a transferred interaction is unanswered.
  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.
  Offered	A count of interactions directed to the agent within the reporting period.
  Timezone Prompt	The timezone on which the dossier or report is based.
  Total Time Not Ready	The total duration in the Not Ready state.
  Transfer Accepted From Queue	A count of interactions where a single-step transfer from the queue was successful.
  Transfer Initiated to Queue	A count of interactions where a single-step transfer to the queue was initiated.
  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 columns available for customization in the dossier?

  The custom columns are listed in the following table:

  Columns	Description
  ACW Duration (secs)	The duration for which the agent was in the ACW state in seconds.
  Coached	The number of times a supervisor coached an agent.
  Coached Duration	The duration for which a supervisor coached an agent.
  Coaching	The number of times a supervisor carried out a coaching interaction.
  Coaching Duration	The duration for which a supervisor carried out a coaching interaction.
  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.
  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.
  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 External Canceled	A count of the interactions where a single-step transfer to an external address was canceled.
  Transfer to External Failed	A count of the interactions where a single-step transfer to an external address failed.
  Transfer to External Initiated	A count of the interactions where a single-step transfer to an external address was initiated.
  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.