Agent reporting tables

When you export Agent reports you will find information about the agent on several different tables. This tables will give you information regarding different dimensions on an agent performance. 

 

Included agents

Column Description
Agent identifier The Agent email will be displayed for all agents included in the report. 

 

Average Interactions

Table that shows the average number of interactions, per hour, and their outcome, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Interaction Outcome average/hour

Shows the average amount, per hour, of interactions by outcome. The possible values are:

  • Abandoned
  • Handled
  • Rejected
  • Transferred
  • Offered

 

Maximum Interactions

Table that shows the maximum number of interactions, per hour, and their outcome, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Interaction Outcome maximum/hour

Shows the maximum amount, per hour, of interactions by outcome. The possible values are:

  • Abandoned
  • Handled
  • Rejected
  • Transferred
  • Offered

 

Total Interactions

Table that shows the total number of interactions, and their outcome, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Interaction Outcome total

Shows the total amount of interactions by outcome. The possible values are:

  • Abandoned
  • Handled
  • Rejected
  • Transferred
  • Offered

 

Average Interactions Time

Table that shows the average interaction times during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Average Interaction Time seconds

Shows the average interaction time, in seconds, in each stage of an interaction. The data is shown for:

  • Alerting
  • Hold
  • Preview
  • Talk
  • Wrapup
  • Handling

 

Maximum Interactions Time

Table that shows the maximum interaction times during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Maximum Interaction Time seconds

Shows the maximum interaction time, in seconds, in each stage of an interaction. The data is shown for:

  • Alerting
  • Hold
  • Preview
  • Talk
  • Wrapup
  • Handling

 

Total Interactions Time

Table that shows the total interaction times during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Total Interaction Time seconds

Shows the total interaction time, in seconds, in each stage of an interaction. The data is shown for:

  • Alerting
  • Hold
  • Preview
  • Talk
  • Wrapup
  • Handling

 

Average Interactions State

Table that shows the average time, agents were in a determined state during an interaction during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Average Interaction State seconds

Shows the average time, in seconds, that agents were in an interaction state during an interaction. The data is shown for:

  • Available
  • Busy
  • Idle
  • Preview
  • Wrapup
  • Logged

 

Maximum Interactions State

Table that shows the maximum time, agents were in a determined state, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Maximum Interaction State seconds

Shows the maximum time, in seconds, that agents were in an interaction state during an interaction. The data is shown for:

  • Available
  • Busy
  • Idle
  • Preview
  • Wrapup
  • Logged

 

Total Interactions State

Table that shows the total time, agents were in a determined state, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Total Interaction State seconds

Shows the total time, in seconds, that agents were in an interaction state, during an interaction. The data is shown for:

  • Available
  • Busy
  • Idle
  • Preview
  • Wrapup
  • Logged

 

Average Not Ready Reasons

Table that shows the average time, agents were in a determined not ready reason, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Average Not Ready Reasons seconds

Shows the average time, in seconds, that agents were in not ready reason. The data is shown for the not ready reasons you have defined in your Call Center configuration.

 

Maximum Not Ready Reasons

Table that shows the maximum time, agents were in a determined not ready reason, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Maximum Not Ready Reasons seconds

Shows the maximum time, in seconds, that agents were in not ready reason. The data is shown for the not ready reasons you have defined in your Call Center configuration.

 

Total Not Ready Reasons

Table that shows the total time, agents were in a determined not ready reason, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Total Not Ready Reasons seconds

Shows the total time, in seconds, that agents were in not ready reason. The data is shown for the not ready reasons you have defined in your Call Center configuration.

 

Average Ready Reasons

Table that shows the average time, agents were in a determined ready reason, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Average Ready Reasons seconds

Shows the average time, in seconds, that agents were in a ready reason. The data is shown for:

  • Ready
  • Available
  • Working

 

Maximum Ready Reasons

Table that shows the maximum time, agents were in a determined ready reason, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Maximum Ready Reasons seconds

Shows the maximum time, in seconds, that agents were in a ready reason. The data is shown for:

  • Ready
  • Available
  • Working 


 

Total Ready Reasons

Table that shows the total time, agents were in a determined ready reason, during the selected period of time.

Column Unit Description
Date   Shows the day or month of the Interactions
Total Ready Resons seconds

Shows the total time, in seconds, that agents were in a ready reason. The data is shown for:

  • Ready
  • Available
  • Working
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