Agents reports

In the agents reports area, you can see reports by agent or for all agents. In here you can see:

• An agent list with overview reporting information.
• Detailed reporting for each agent or for all agents.

Agent report list - Overview

The agent report list is available through:

1. In the Nubitalk main window, click reports.
2. Click agents under the call center section:
   
   
   
   
3. The agent report list will open:
   
   
   
   
4. To define a report criteria you can combine any of the following criterion:
• Select a Start date from the calendar.
• Select an End date from the calendar.
• Select a specific timezone from the drop-down.
• Select a specific campaign form the drop-down.
• Select a specific team from the drop-down.
• Search for any term in the free search box.
5. In the overview you have information about All Agents or specific Agents, for the following fields:
   • Click to print a complete report for the selected agent.
   • Click  to export a report as an image.
   • Click  to export a report as a .CSV file.
• Name - The agent name.
  Note that the first row of the list shows information for all agents.
• AHI - Average Handled Interactions - The average number of interactions handled by the agent in all campaigns that he is assigned to.
• AST - Average Service Time - The average duration of the interactions handled by the agent in all campaigns that he is assigned to.
• AAT - Average Available Time - The average time that an agent is ready and available to receive interactions.
• ANR - Average Not Ready Time - The average time that an agent is logged but not ready to receive interactions.
• Export - In the export section you have 3 different exporting options for your reports:

Agent report list - Detailed report view

In the Agent report list you can have access to a report detailed view. To do it:

1. In the Agent Report List, click  right next to the Agent Name to which you want to see the report.
2. A detailed report will appear, for the selected Agent or for All Agents, depending on your selection:
   
   
   
   
3. In here you have graphical representation of the reporting data. In here you can:
   • Click on the desired criterion. A dialog will open.
   • Select the Agent, Service or Team you want to filter by.
   • Click in Apply Filter.
• Filter by Agent, Service or Team. To do it:
• Select between a line graph or a bar graph.
• Select between average, max or total values for your graphs.
• Compare data from different dates or time windows.
• Select if you want to see data referring to:
  • Interactions - Shows data referring the interactions regarding the interaction state. In here you will find how many calls were Abandoned, Handled, Rejected, Transferred and Offered by/to an Agent.
  • Interactions Time - Shows data referring the interaction times. In here you will find how many time an interaction was Alerting, On Hold, In Preview, In talk and in Wrapup.
  • State - Shows data referring the agent state during a session. In here you will find how many time an agent was Available, Busy, Idle, in Preview, in Wrapup and Logged.
  • Activity - Shows data referring the Activity of an Agent during time. The activities will appear in the graph legend.
• To browse through the different data, select the corresponding tab.
• Export the graphs to print, to images, or to .csv files, by clicking in .