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 reports 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. For the reports based on daily and monthly roll-up data, the data is written to the database the next day and the next month, respectively.

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 the following:

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

  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.

• 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 an 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 report 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 the 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 theTransfer 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 that are offered and 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.

• 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 report's table.

• What are the columns available in the standard report?

  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 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.
  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.
  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	Avg Hold Time
  Agent Login Id	The login ID associated with the agent. The asterisk (*) denotes the deleted users.
  Alert Time	The time the agent receives alerts for interactions offered within the reporting duration.
  Answered	The number of interactions that an agent answered.
  Completed	A count of completed interactions for an agent within the reporting period.
  Consult to External	A count of interactions where an agent initiated a consultation call with a user with an external number.
  Consulting External Duration	The duration an agent spent consulting a user with an external number.
  Conference to External	A count of external consultation calls that resulted in a conference.
  Hold	A count of customer visible holds within the reporting period.
  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.
  Offered	A count of interactions directed to the agent within the reporting period.
  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 to External	A count of interactions that resulted in a transfer to an external number.
  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 calculated columns used in the dossier for this report?

  The calculated columns are the following:

  Columns	Formula
  Total number of agents	Count < Distinct = True > (Agent ID] @ ID) {~+} Active duration is the time the agent spent on interactions within the reporting period in milliseconds. This total excludes the time spent on hold and in ACW.
  Active Duration Per Day	[Active Duration] / 60 Active duration is the time the agent spent on interactions within the reporting period in milliseconds. This total excludes the time spent on hold and in ACW.
  Alert Duration Per Day	Alert duration is when the agent had interaction alerting within the reporting period in milliseconds. [Alert Duration] / 60

• What are the columns available for customization in this report?

  The customized columns are the following:

  Columns	Formula
  % Answered	The percentage of answered interactions.
  % Completed	The percentage of interactions completed of those offered.
  % Holds	The percentage of interactions that spent time on hold.
  % Not Answered	The percentage of unanswered interactions.
  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.
  ACW Duration (secs)	The duration for which the agent was in the ACW state in seconds.
  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.
  Completed Logon Duration	The amount of time an agent was logged in to Avaya Workspaces within the reporting period.
  Completed Logon Duration (secs)	The amount of time in seconds the agent was logged in during the reporting period.
  Completed Active Duration	The duration of an active call until it is placed on hold or disconnected during the reporting period. This measure is reported in the interval when the call is completed.
  Completed Active Duration (secs)	The duration in seconds of an active call until it is placed on hold or disconnected during the reporting period. This measure is reported in the interval when the call is completed.
  Completed Not Ready Reason Duration	The amount of time an agent was in the Not Ready state while using a reason code within the reporting period.
  Completed Not Ready Reason Duration (secs)	The amount of time in seconds the agent was in the Not Ready state while using a reason code during the reporting period.
  Completed Total Time Not Ready	The amount of time an agent was in the Not Ready state within the reporting period.
  Completed Total Time Not Ready (secs)	The amount of time in seconds the agent was in the Not Ready state during the reporting period.
  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 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.
  Consult Initiated To User	A count of interactions that an agent initiated as a consultation call with another user.
  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. The metric increments by 1 for the agent who answered the consultation call.
  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.
  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.
  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.
  Forwarded	A count of interactions forwarded by the agent within the reporting period.
  Total Time Not Ready	The total duration in the Not Ready state.
  Agent Logon Duration	The duration for which the agent was logged in to Avaya Workspaces during the reporting period.
  Average Alert Time	The average duration the agent had interaction alerting in dd:hh:mm:ss format by the channel.
  Idle Time Duration	The time for which an agent is not active on an interaction but available for work.

For more information about historical reports and measure descriptions, see Avaya Experience Platform™ Analytics Data Dictionary.