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Handbuch Reports - Agent Reports

Agent Reports

Placetel UC One Call Center Enhanced Reporting provides the following Agent Reports:

  • Agent Call Report
  • Agent Duration Report
  • Agent Call Detail Report
  • Agent Activity Report
  • Agent Activity Detail Report
  • Agent Summary Report (Supervisor only)
  • Agent Unavailability Report (Supervisor only)
  • Agent Disposition Code Report (Supervisor only)
  • Agent Sign In Sign Out Report

Agent Report Introduction Section

The introduction section of an Agent Report displays the report title, the time frame of the reported data, the date that the report was run, and the details of the agent if the report was generated for a single agent.

The same pattern is used for all Agent Reports and is described in the following table:

Element Description
Title The title of the report depends on the report, agents, and sampling period selected for the report: If the report is requested for more than one agent, then the title is set to “ – Multiple Agents – ”; If the report is requested for a single agent, then the title is set to “”. Note that the sampling period is only present for interval-based reports.
Start Time (End Time) Start Time displays the start date and time of the report; End Time displays the end date and time of the report; Start Time is displayed for all reports, but End Time is only displayed for historical reports. For an interval-based report, if the requested start time does not align with a sampling period boundary, then it is adjusted to the previous sampling period boundary. If the end time does not align with a sampling period boundary, then it is adjusted to the next sampling period boundary. For example, if the sampling period is hourly, the start time provided is 11:46 A.M. and the end time is 12:10 P.M. Then the start time is adjusted to 11:00 A.M. and the stop time is adjusted to 1:00 P.M. The time frame of the generated report is inclusive for the start date and start time and exclusive for the end date and end time. For example, if the time frame is specified as 06/01/2010 0:00 A.M. to 07/01/2010 0:00 A.M., then the report generated actually runs from 06/01/2010 0:00:00.000 A.M. to 06/30/2010 11:59:59.999 P.M. If the time frame of a report crosses a daylight savings time change, then the report generated either shows no results for the hour skipped (clock is moved forward) or it shows both time periods combined in a single-time interval (clock is moved backward).
Time Zone This is the time zone used for the generation of the report in a localized display format, for example “(GMT-04:00) (US) Eastern Time”. Note that the offset from GMT displayed in this introduction section is relative to the time of the report generation and not necessarily to the requested time frame. The time intervals provided in the contents of the report are always presented relative to the offset from GMT that is applicable at the time the statistics were collected for that time zone.
Date Run Date Run displays the date and time at which the report was generated.
Agent Information If the report is generated for a single agent, then the detailed information for the agent is provided. The agent name, user ID, phone number, and extension are displayed; If the agent only has a phone number configured, then only the phone number is displayed; If the agent only has an extension configured, then only the extension is displayed.

Figure 2 provides an example of the introduction section of a historical report for all agents within the requesting user’s scope. The sampling period is 15 minutes.

Figure 3 provides an example of the introduction section of a real-time report for a subset of agents within the requesting user’s scope. The sampling period is 30 minutes.

Figure 4 provides an example of the introduction section of a historical report for a single agent within the requesting user’s scope. The sampling period is hourly.

Figure 5 provides an example of the introduction section of a non-interval-based historical report for a single agent within the requesting user’s scope.

The format of the phone numbers displayed on Agent Reports depends on the country code of the requesting entity.

  • When an agent requests the report, the phone number (if present) is always displayed as a national prefixed number.
  • When a supervisor, a group administrator, or an enterprise administrator requests the report and the agent’s country code matches the country code of the requesting entity (supervisor, group, or enterprise), then the phone number is displayed as a national prefixed number. Otherwise, the phone number is displayed as an E.164 number.

Agent Call Report

The Agent Call Report is a real-time report that can be used by agents and supervisors to request real-time or historical reports. This is an interval-based report. The report provides information about the number of calls handled by agents, reported by call type.

The report name is “Agent Call Report” and is displayed in the introduction section of the generated report as described in section 4.1 Agent Report Introduction Section.

The report includes the following elements:

  • Number of Calls by Call Type Pie Chart
  • Number of Calls by Call Type Table
    The report does not require any performance parameters.
Number of Calls by Call Type Pie Chart

The Number of Calls by Call Type pie chart shows the percentage and counts for each type of call handled by the agent(s) for the reporting period.

Note: Route Point Calls are calls to/from an external Call Center platform. It is not supported by Placetel UC-One at this time. The call types reported are summarized in the following table.

Label Description
ACD Calls This is the number of Automatic Call Distribution (ACD) calls received by the agent(s). Only answered calls are counted.
Outbound ACD Calls This is the number of outbound ACD calls made by the agent(s). Only answered calls are counted.
Route Point Calls Feature not available at this time. It will always be 0.
Outbound Route Point Calls Feature not available at this time. It will always be 0..
Inbound Calls This is the number of inbound calls (non-ACD calls outside the company) received by the agent(s). Only answered calls are counted.
Outbound Calls This is the number of outbound calls (non-ACD calls outside the company) made by the agent(s). Only answered calls are counted.
Internal Calls This is the number of internal calls (non-ACD calls within the company) made or received by the agent(s). Only answered calls are counted.
Number of Calls by Call Type Table

The Number of Calls by Call Type table displays a column for each counter described in the following table. The Number of Calls by Call Type table includes a row per interval for each agent who is active over the interval. It also includes the following summary rows:

  • An interval summary row is provided for each interval if multiple agents have been selected. For all counters, the summary row represents the sum of the counter values for all agents reported in that interval.
  • An agent summary row is provided for each agent over all intervals if multiple agents have been selected. For all counters, the summary row of an agent represents the sum of the counter values over all intervals for that agent.
  • A report summary row is provided for all intervals and all agents. For all counters, the report summary row represents the sum of the counter values over all intervals for all agents reported.
Counter Description
Calls Presented This is the number of ACD calls presented to the agent. A presented call is a call that is routed from a call center to an agent (rings the agent or attempts to ring the agent).
ACD Calls This is the number of ACD calls received and answered by the agent.
Outbound ACD Calls This is the number of outbound calls that had been made by the agent as an ACD, answered by the remote party. Route Point Calls Feature not available at this time. It will always be 0.
Outbound Route Point Calls Feature not available at this time. It will always be 0.
Inbound Calls This is the number of non-ACD calls (outside the company) received by the agent.
Outbound Calls This is the number of non-ACD calls (outside the company) made by the agent.
Internal Calls This is the number of non-ACD calls (within the company) made or received by the agent.

Figure 7 provides an example of a Number of Calls by Call Type table in a report for multiple agents.

Figure 8 provides an example of a Number of Calls by Call Type table in a report for a single agent.

Agent Duration Report

The Agent Duration Report is a real-time report that can be used by agents and supervisors to request real-time or historical reports. This is an interval-based report. The report provides information related to the duration of calls handled by agents. The report name is “Agent Duration Report” and is displayed in the introduction section of the generated report described in section 4.1 Agent Report Introduction Section.

The report includes the following elements:

  • Call Duration by Call Type Bar Chart
  • Call Duration by Call Type Table
    The report does not require any performance parameters.
Call Duration by Call Type Bar Chart

The Call Duration by Call Type bar chart shows the amount of time spent by the agent(s) on calls of specific call types for the reporting period.

The call types reported are summarized in the following table.

Label Description
ACD Calls This is the total call time of ACD calls received by the agent(s). Only answered calls are counted.
Outbound ACD Calls This is the total call time of outbound ACD calls made by the agent(s). Only answered calls are counted.
Route Point Calls Feature not available at this time. It will always be 0.
Outbound Route Point Calls Feature not available at this time. It will always be 0.
Inbound Calls This is the total call time of inbound calls (non-ACD calls outside the company) received by the agent(s). Only answered calls are counted.
Outbound Calls This is the total call time of outbound calls (non-ACD calls outside the company) made by the agent(s). Only answered calls are counted.
Internal Calls This is the total call time of internal calls (non-ACD calls within the company) made or received by the agent(s). Only answered calls are counted.

Figure 9 provides an example of a Call Duration by Call Type bar chart.

Call Duration by Call Type Table

The Call Duration by Call Type table contains a column for each counter described in the following table. The Call Duration by Call Type table includes a row per interval for each agent who is active over the interval. It also includes the following summary rows:

  • An interval summary row is provided for each interval if multiple agents have been selected. For all counters, the summary row represents the sum of the counter
    values for all agents reported in that interval.
  • An agent summary row is provided for each agent over all intervals if multiple agents have been selected. For all counters, the summary row of an agent represents the sum of the counter values over all intervals for that agent.
  • A report summary row is provided for all intervals and all agents. For all counters, the report summary row represents the sum of the counter values over all intervals
    for all agents reported.
Counter Description
ACD Calls This is the total call time of ACD calls received by the agent(s). Only answered calls are counted.
Outbound ACD Calls This is the total call time of outbound ACD calls made by the agent(s). Only answered calls are counted.
Route Point Calls Feature not available at this time. It will always be 0.
Outbound Route Point Calls Feature not available at this time. It will always be 0..
Inbound Calls This is the total call time of inbound calls (non-ACD calls outside the company) received by the agent(s). Only answered calls are counted.
Outbound Calls This is the total call time of outbound calls (non-ACD calls outside the company) made by the agent(s). Only answered calls are counted.
Internal Calls This is the total call time of internal calls (non-ACD calls within the company) made or received by the agent(s). Only answered calls are counted.

Figure 10 provides an example of a Call Duration by Call Type table in a report for multiple agents.

Figure 11 provides an example of a Call Duration by Call Type table in a report for a single agent.

Agent Call Detail Report

The Agent Call Detail Report is a historical report that can be used by agents and supervisors to request historical reports. This is a non-interval-based report.

The report provides information related to calls made or received by agents, whether or not they were answered.

The report name is “Agent Call Detail Report” and is displayed in the introduction section of the generated report, as described in section Agent Report Introduction Section.

The report includes the following elements:

  • Call Detail Table
  • Transfer Summary Bar Chart
    The report does not require any performance parameters.
Call Detail Table

The Call Detail table shows the details for each call made or received by the agent(s) for the reporting period. Only completed calls are shown in this report. A call is completed when the following conditions are met:

  • Agent releases or transfers a non-ACD call.
  • Agent releases or transfers an ACD call and the call completion timer expires. The purpose of the call completion timer is to allow the agent to make a transition to the
    Wrap-Up state following the end of an ACD call. The completion timer is a system option that is configured by the system administrator. The completion timer’s default
    value is 5 seconds.
  • Agent makes a transition out of the Wrap-Up state following the end of an ACD call.

Note that the agent may re-enter the Wrap-Up state following the completion of a call and the agent may enter additional disposition codes. In such cases, reports run at different times may provide different details for a given call, specifically the wrap-up time of the call and the disposition codes entered for that call.

The call details reported are summarized in the following table.

Label Description
Call Start Time This is the time that the call with the agent started. This corresponds to the time the call was answered by the agent or remote party.
Call End Time This is the time that the call with the agent ended. This corresponds to the time that the call was released by the agent or remote party, or the time that the call was transferred by the agent.
Call Type This is the call type, and can be any of the following values: Inbound ACD; Outbound ACD; Inbound Route Point; Outbound Route Point; Inbound; Outbound; Internal
Callers/Called Number This the number calling the agent or the number the agent called.
Number Called This is the DNIS or call center number called by the caller for an ACD call. This value is only present for ACD calls.
Wait Time in Queue This is the wait time in queue for an ACD call, including preserved wait time. The value corresponds to the wait time recorded the moment the call was presented to the agent. This value is only present for ACD calls.
Staffed This indicates whether the agent was signed in (that is in any state except signout) the moment the agent made or received a call.
Talk Time This is the talk time of the call. This does not include the time that the agent put the caller on hold.
Hold Time This is the hold time for the call. Specifically, this is the amount of time that the agent put the caller on hold.
Wrap Up Time This is the wrap-up time for an inbound or outbound ACD call. This is the time that the agent spent in Wrap-Up state (in association with this call). This value is only present for inbound or outbound ACD calls. If there is no wrap-up time associated with the ACD call, then the value is set to “0”.
Transfer Number This indicates whether the agent initiated a transfer by including the transfer destination.
Transfer Location This indicates the transfer destination type. This can be any of the following values: Call Center; Call Center – Long Hold; Outside Enterprise; Within Enterprise
Disposition Codes This lists all disposition codes entered by the agent during the call or during the subsequent wrap-up period. In a scenario in which a default disposition code is configured for a call center, the default code is listed in the report as long as the agent does not explicitly enter a code during the call or during a subsequent wrap-up period. For example, if the agent does not enter a code during a call or in the subsequent wrap-up period, the default code appears in the report for the entry corresponding to the call. The agent may decide to return to the wrap-up state and enter one or more disposition codes. If this occurs, when the report is generated again, the entered disposition code(s) replaces the default code for the entry corresponding to the call.

Figure 12 provides an example of a Call Detail table.

Transfer Summary Bar Chart

The Transfer Summary bar chart displays a bar for each of the top 10 transfer destinations. Underneath the bar chart, the number of ACD calls and the number of ACD
calls transferred for the reporting period are also displayed. The bar chart is not displayed when there are no ACD calls transferred during the reporting interval.
Figure 13 provides an example of a Transfer Summary bar chart.

Agent Activity Report

The Agent Activity Report is a real-time report that can be used by agents and supervisors to request real-time or historical reports. This is an interval-based report.
The report provides information related to the activity of agent(s), such as the time that an agent spends in various states.

The report name is “Agent Activity Report” and is displayed in the introduction section of the generated report, as described in section 4.1 Agent Report Introduction Section.

The report includes the following elements:

  • Activity Duration Bar Chart
  • Availability Duration Pie Chart
  • Agent Activity Counts Table
  • Activity Duration Table

The report requires the following performance parameters:

  • Call Completion
  • Short Duration
    Performance parameters are described in section 6.1 Performance Parameters.
Activity Duration Bar Chart

The Activity Duration bar chart shows the amount of time spent by the agent(s) in various states for the reporting period.

The states reported are summarized in the following table.

Label Description
Available This is the total time that the agent spent in the Available state.
Unavailable This is the total time that the agent spent in the Unavailable state.
Wrap-Up This is the total time that the agent spent in the Wrap-Up state, specifically for ACD calls.
Talk This is the total time that the agent spent talking, for ACD calls. This does not include ring time or hold time.
Hold This is the total time that the agent spent holding the remote party for ACD calls.
Idle This is the total time that the agent was in the Available state and not on a call. This does not include ring time or the time during which the whisper announcement was playing for an answered ACD call.
Staffed This is the total time that the agent was signed in (that is any state except Sign-Out).

Figure 14 provides an example of an Activity Duration bar chart

Availability Duration Pie Chart

The Availability Duration pie chart shows the percentage and amount of time spent by the agent(s) in the Available, Unavailable, and Wrap-Up states for the reporting period. The agent states reported are summarized in the following table.

Label Description
Available This is the total time that the agent has spent in the Available state.
Unavailable This is the total time that the agent has spent in the Unavailable state.
Wrap-Up This is the total time that the agent has spent in the Wrap-Up state, specifically for ACD calls.

Figure 15 provides an example of an Availability Duration pie chart.

Agent Activity Counts Table

The Agent Activity Counts table displays a column for each counter described in the following table. The values of the Call Completion and Short Duration performance
parameters are shown at the top of the table as Service Level and Short Call Threshold respectively.

The Agent Activity Counts table includes a row per interval for each agent who is active over the interval. It also includes the following summary rows:

  • An interval summary row is provided for each interval if multiple agents have been selected. For all counters, the summary row represents the sum of the counter values for all agents reported in that interval.
  • An agent summary row is provided for each agent over all intervals if multiple agents have been selected. For all counters, the summary row of an agent represents the sum of the counter values over all intervals for that agent.
  • A report summary row is provided for all intervals and all agents. For all counters, the report summary row represents the sum of the counter values over all intervals
    for all agents reported.
Counter Description
ACD Calls This is the number of ACD calls made or received by the agent.
Short Duration Calls This is the number of short duration ACD calls received by the agent. This value depends on the value of the Short Duration performance parameter provided by the user when requesting the report. A call is a short duration call if the call time (that is, talk time + hold time) is less than the value of the performance parameter provided by the user.
Calls Completed in Service Level This is the number of ACD calls completed within the requested service level. This value depends on the value of the Call Completion performance parameter provided by the user in the report request. A call is completed in service level if the call time (that is, talk time + hold time) is less than the value of the performance parameter provided by the user.
Bounced Calls This is the number of ACD calls that were presented to the agent and bounced. A bounced call is a call that was presented to the agent but for some reason was not answered by the agent and remained in the queue.
Transferred Calls This is the number of ACD calls made or received by the agent that were transferred to a new destination.
Long Hold Bounced Calls This is the number of ACD calls received by the agent, which were transferred back to the call center after being held too long. Note that these types of transferred calls are not accounted for under the Transferred Calls column.
Escalated Calls This is the number of non-emergency escalations performed by the agent.
Emergency Calls This is the number of emergency escalations performed by the agent.

Figure 16 provides an example of an Agent Activity Counts table in a report for multiple agents.

Figure 17 provides an example of an Agent Activity Counts table in a report for a single agent.

Activity Duration Table

The Activity Duration table displays a column for each duration counter. The table includes a row per interval for each agent who is active over the interval. It also includes the following summary rows:

  • An interval summary row is provided for each interval if multiple agents have been selected. For all counters, the summary row represents the sum of the counter values for all agents reported in that interval.
  • An agent summary row is provided for each agent over all intervals if multiple agents have been selected. For all counters, the summary row of an agent represents the sum of the counter values over all intervals for that agent.
  • A report summary row is provided for all intervals and all agents. For all counters, the report summary row represents the sum of the counter values over all intervals
    for all agents reported.
Counter Description
Available This is the total time that the agent spent in the Available state.
Unavailable This is the total time that the agent spent in the Unavailable state.
Wrap Up This is the total that the agent spent in the Wrap-Up state, specifically for ACD calls.
Talk This is the total time that the agent spent talking, for ACD calls. This does not include ring time or hold time.
Hold This is the total time that the agent spent holding the remote party for ACD calls.
Idle This is the total time that the agent was in the Available state and not on a call. This does not include ring time or the time during which the whisper announcement was playing for an answered ACD call.
Staffed This is the total time that the agent was signed in (that is, in any state except Sign-Out).

Figure 18 provides an example of an Activity Duration table in a report for multiple agents.

Figure 19 provides an example of an Activity Duration table in a report for a single agent.

Agent Activity Detail Report

The Agent Activity Detail Report is a historical report that can be used by agents and supervisors to request historical reports. This is a non-interval-based report.

The report provides details related to the activity of agent(s) including all State, Disposition, and Call activity including non-Call Center calls.

The report name is “Agent Activity Detail Report” and is displayed in the introduction section of the generated report, as described in section 4.1 Agent Report Introduction Section.

The report includes the following elements: Activity Detail Table.

The report does not require any performance parameters.

Activity Detail Table

The Activity Detail table can be run for single or multiple agents. An agent may only run the report against himself, while an administrator or supervisor may run the report for one or many of the agents within their scope.

Every agent activity is captured as a row in the table. An activity has a start time and captures details about one of the following:

  • State changes including Sign-in, Sign-out, Available, Unavailable, or Wrap-up.
  • Disposition code changes including the disposition code used.
  • Call details such as the type of call, calling/called number, and transfer information.
    The agent activity details reported are summarized in the following table.
Name Description
Agent Name This is the first and last name of the agent.
Activity Time This is the time when the agent performed the call, state, or disposition activity (see Activity Type).
Activity Type This is the type of activity that occurred on the agent’s behalf. The valid range of values for this column are as follows: State; Disposition; Call
Activity Detail This is the detail of the activity. The valid range of values for “State” activity type are as follows: Sign-In; Sign-Out; Available; Unavailable ; Wrap-up; If the Activity Type column is set to “Disposition and contains the disposition code used by the agent for the call. The valid range of values for “Call” activity type are as follows: Call Answered; Cal Placed; Call Held; Call Retrieved; Call Released; Call Transferred
Call Type This is the call type of the call. This can be any of the following values: Inbound ACD; Outbound ACD; Route Point; Outbound Route Point; Incoming (non-ACD outside the company); Outgoing (non-ACD outside the company); Internal (non-ACD/ inside the company) This column is only populated for “Call” activity type. Otherwise, this column is empty.
Callers/Called Number This is the number calling the agent or the number the agent called. This column is only populated for “Call” activity type. Otherwise, this column is empty.
Number Called This is the Dialed Number Identification Service (DNIS) or call center number called by the caller for an ACD call. This value is only present for inbound ACD calls. This column is only populated for “Call” activity type. Otherwise, this column is empty.
Transfer Number This indicates whether the agent has initiated a transfer by including the transfer destination. This column is only populated for “Call” activity type. Otherwise, this column is empty.
Transfer Location This indicates the transfer destination type. This can be any of the following values: Call Center; Call Center – Long Hold; Outside Enterprise; Within Enterprise. This column is only populated for “Call” activity type. Otherwise, this column is empty.

Figure 29 provides an example of an Activity Detail table in a report for multiple agents

Figure 30 provides an example of an Activity Detail table in a report for a single agent.

Agent Summary Report (Supervisor only)

The Agent Summary Report is a historical report that can be used by supervisors to request historical reports. This is an interval-based report.

The report provides summary information related to the performance of the agent(s), including the average and longest times spent on various types of calls and in various states.

The report name is “Agent Summary Report” and is displayed in the introduction section of the generated report, as described in section Agent Report Introduction Section.

The report includes the following elements:

  • Call Summary Bar Chart
  • Activity Summary Bar Chart
  • High Water Marks Bar Chart
  • Call Summary Table
  • Activity Summary Table
  • High Water Marks Table
    The report does not require any performance parameters.

This report includes averages that are most relevant when the report request is for a larger number of agents or when the report request is for a larger sampling period (for example, daily). The following examples illustrate this point by describing how the average staffed time and average talk time statistics are computed for the activity of one or two agents.

Example 1 – Average Staffed Time
The formula for calculating the average staffed time of a given interval is as follows:

Total staffed time/Number of sign-ins in the interval

Because the average staffed time is a function of the number of sign-ins during the reported interval(s), the averages provided in the interval or summary rows may yield values that appear odd if the report is run for a single agent who has very few sign-ins for the requested interval.

For example, consider an agent who signs in twice during the day. The agent signs in first at 8:30 A.M. and signs out at 12:00 noon. The agent signs in again at 2:00 P.M. and signs out at 5:00 P.M.

Use case 1:
If a report is run for the agent for the time frame from 8:00 A.M. to 5:00 P.M. with an hourly sampling period, then the interval rows for the report (for the most part) indicate an average staffed time of 00:00:00 (total staffed time of one hour for no sign-in events during the interval), with the exception of the:

  • 8:00 A.M. interval row that indicates an average staffed time of 00:30:00 (total staffed time of 30 minutes for a single sign-in)
  • 2:00 P.M. interval row that indicates an average staffed time of 01:00:00 (total staffed time of one hour for a single sign-in)
  • Summary row for the agent that indicates an average staffed time of 03:30:00 (total staffed time of seven hours for two sign-ins)

Use case 2:
If a report is run for the agent for the time frame from 10:00 A.M. to 5:00 P.M. with an hourly sampling period, then the interval rows for the report (for the most part) indicate an average staffed time of 00:00:00 (total staffed time of one hour for no sign-in events during the interval), with the exception of the:

  • 2:00 P.M. interval row that indicates an average staffed time of 01:00:00 (total staffed time of one hour for a single sign-in)
  • Summary row for the agent that indicates an average staffed time of 05:00:00 (total staffed time of five hours for a single sign-in)

Example 2 − Average Talk Time
The formula for calculating the average talk time of a given interval is as follows:

Total talk time/Number of ACD calls received in the interval

Because the average talk time is a function of the number of ACD calls received (that is, answered) during the reported interval(s), the averages provided in the interval or summary rows may yield values that appear odd if the report is run for a single agent or for agents who receive a very low number of calls during the requested interval.

For example, Agent 1 receives an ACD call at 9:25 A.M. and releases the call at 9:50 P.M. Agent 2 receives an ACD call at 9:35 A.M. and releases the call at 9:45 A.M.

Use case 1:
If a report is run for the two agents for the time frame from 9:15 A.M. to 10:00 A.M. with a quarter hourly sampling period, then the report includes the following:

  • The 9:15 A.M. interval row indicates:
    • Agent 1 − Average talk time of 00:05:00 (total talk time of 5 minutes for a single ACD call received)
    • Agent 2 − No activity
    • Summary – Average talk time of 00:05:00 (total talk time of 5 minutes for a single ACD call received)
  • The 9:30 A.M. interval row indicates:
    • Agent 1 − Average talk time of 00:00:00 (total talk time of 15 minutes, but no ACD call received during the interval)
    • Agent 2 − Average talk time of 00:10:00 (total talk time of 10 minutes for a single ACD call received)
    • Summary − Average talk time of 00:25:00 (total talk time of 25 minutes for a single ACD call received)
  • The 9:45 A.M. interval row indicates:
    • Agent 1 − Average talk time of 00:00:00 (total talk time of 5 minutes, but no ACD call received during the interval)
    • Agent 2 − No activity
    • Summary − Average talk time of 00:00:00 (total talk time of 5 minutes, but no ACD call received during the interval)
  • The summary row indicates:
    • Agent 1 − Average talk time of 00:25:00 (total talk time of 25 minutes for a single ACD call received)
    • Agent 2 − Average talk time of 00:10:00 (total talk time of 10 minutes for a single ACD call received)
    • Summary − Average talk time of 00:17:30 (total talk time of 35 minutes for a two ACD calls received)

Use case 2:
If a report is run for the agent for the time frame from 9:00 A.M. to 10:00 A.M. with an hourly sampling period, then the report includes a single set of interval rows that indicate the following:

  • Agent 1 – Average talk time of 00:25:00 (total talk time of 25 minutes for a single ACD call received)
  • Agent 2 − Average talk time of 00:10:00 (total talk time of 10 minutes for a single ACD call received)
  • Summary − Average talk time of 00:17:30 (total talk time of 35 minutes for two ACD calls received)
Call Summary Bar Chart

The Call Summary bar chart shows the average amount of time spent by the agent(s) on calls of various types for the reporting period.

The values reported are summarized in the following table.

Label Description
Average ACD Duration This is the ∑ (ACD call time [that is, talk time + hold time] for all agents for all time periods)/∑ (Answered ACD calls for all agents for all time periods).
Average Outbound ACD Duration This is the ∑ (Outbound ACD call time [that is, talk time + hold time] for all agents for all time periods)/∑ (Outbound ACD calls for all agents for all time periods).
Average Route Point Duration Feature not available at this time. It will always be 0.
Average Outbound Route Point Duration Feature not available at this time. It will always be 0.
Average Inbound Duration This is the ∑ (Inbound call time [that is, talk time + hold time] for all agents for all time periods)/∑ (Inbound calls for all agents for all time periods).
Average Outbound Duration This is the ∑ (Outbound call time [that is, talk time + hold time] for all agents for all time periods)/∑ (Outbound calls for all agents for all time periods).
Average Internal Duration This is the ∑ (Internal call time [that is, talk time + hold time] for all agents for all time periods)/∑ (Internal calls for all agents for all time periods).

Figure 20 provides an example of a Call Summary bar chart.

Activity Summary Bar Chart

The Activity Summary bar chart shows the average amount of time spent by the agent for the various agent and call states for the reporting period.

The values reported are summarized in the following table.

Label Description
Average Staffed Time This is the ∑ (Sign-in time for all agents for all time periods)/∑ (Number of sign-ins for all agents for all time periods).
Average Wrap-Up Time This is the ∑ (Wrap-up time for ACD calls for all agents for all time periods)/∑ (Number of times an agent was in Wrap-Up state for ACD calls for all agents for all time periods).
Average Unavailable Time This is the ∑ (Unavailable time for all agents for all time periods)/∑ (Number of times an agent was in Unavailable state for all agents for all time periods).
Average Talk Time This is the ∑ (Total talk time for all agents for all time periods)/∑ (ACD calls for all agents for all time periods).
Average Hold Time This is the ∑ (Total hold time for all agents for all time periods)/∑ (ACD calls for all agents for all time periods).
Average Handle Time This is the ∑ (Total talk time for all agents for all time periods) + ∑ (Total hold time for all agents for all time periods) + ∑ (Wrap-up time for ACD calls for all agents for all time periods)/∑ (ACD calls for all agents for all time periods).

Figure 21 provides an example of an Activity Summary bar chart.

High Water Marks Bar Chart

The High Water Marks bar chart shows the longest amount of time spent by the agent on calls of various call types for the reporting period.

The values reported are summarized in the following table. The duration of calls used to determine the high water mark is captured in the interval in which the call is ended. For example, if an ACD call is started at 10:50 P.M. and ends at 11:10 P.M., then the 20- minute ACD call duration is captured as a high water mark for the 11:00 P.M. interval of an hourly report.

Label Description
Longest ACD Call This is the longest amount of time spent on an ACD call.
Longest Outbound ACD Call This is the longest amount of time spent on an outbound ACD call.
Longest Route Point Call Feature not available at this time. It will always be 0.
Longest Outbound Route Point Call Feature not available at this time. It will always be 0.
Longest Inbound Call This is the longest amount of time spent on an inbound call (non-ACD outside company).
Longest Outbound Call This is the longest amount of time spent on an outbound call (nonACD outside company).
Longest Internal Call This is the longest amount of time spent on an internal call (non-ACD within company).

Figure 22 provides an example of a High Water Marks bar chart

Call Summary Table

The Call Summary table displays a column for each counter described in the following table. The Call Summary table includes a row per interval for each agent who is active over the interval. It also includes the following summary rows:

  • An interval summary row is provided for each interval if multiple agents have been selected. The following formula is used to compute the interval summary:
    ∑ (Time for all agents in the time interval)/∑ (Occurrences for all agents in the time interval)
  • An agent summary row is provided for each agent over all intervals if multiple agents have been selected. The following formula is used to compute the agent summary: ∑ (Time for the agent over all intervals/∑ (Occurrences for the agent over all time intervals)
  • A report summary row is provided for all intervals and all agents: ∑ (Time for all agents over all intervals)/∑ (Occurrences for all agents over all time intervals)
Counter Description
Average ACD Duration This is the ∑ (ACD call time for the agent in the time interval)/∑ (ACD calls for the agent in the time interval).
Average Outbound ACD Duration This is the ∑ (Outbound ACD call time for the agent in the time interval)/∑ (Outbound ACD calls for the agent in the time interval).
Average Route Point Duration Feature not available at this time. It will always be 0.
Average Outbound Route Point Duration Feature not available at this time. It will always be 0.
Average Inbound Duration This is the ∑ (Inbound call time for the agent in the time interval)/∑ (Inbound calls for the agent in the time interval).
Average Outbound Duration This is the ∑ (Outbound call time for the agent in the time interval)/∑ (Outbound calls for the agent in the time interval).
Average Internal Duration This is the ∑ (Internal call time for the agent in the time interval)/∑ (Internal calls for the agent in the time interval)

Figure 23 provides an example of a Call Summary table in a report for multiple agents.

Figure 24 provides an example of a Call Summary table in a report for a single agent.

Activity Summary Table

The Activity Summary table displays a column for each duration counter described in the following table.

The Activity Summary table includes a row per interval for each agent who is active over the interval. It also includes the following summary rows:

  • An interval summary row is provided for each interval if multiple agents have been selected. The following formula is used to compute the interval summary: ∑ (Time for all agents in the time interval)/∑ (Occurrences for all agents in the time interval)
  • An agent summary row is provided for each agent over all intervals if multiple agents have been selected. The following formula is used to compute the agent summary: ∑ (Time for the agent over all intervals)/∑ (Occurrences for the agent over all time intervals)
  • A report summary row is provided for all intervals and all agents: ∑ (Time for all agents over all intervals)/∑ (Occurrences for all agents over all time intervals)
Counter Description
Average Staffed Time This is the ∑ (Sign-in time for the agent in the time interval)/∑ (Number of sign-ins for the agent in the time interval).
Average Wrap-up Time This is the ∑ (Wrap-up time for ACD calls for the agent in the time interval)/∑ (Number of time the agent was in Wrap-Up state for ACD calls in the time interval).
Average Unavailable Time This is the ∑ (Unavailable time for the agent in the time interval)/∑ (Number of times the agent was in Unavailable state in the time interval).
Average Talk Time This is the ∑ (Total talk time for the agent in the time interval)/∑ (ACD calls for the agent in the time interval).
Average Hold Time This is the ∑ (Total hold time for the agent in the time interval)/∑ (ACD held calls for the agent in the time interval).
Average Handle Time This is the ∑ (Total talk time for the agent in the time interval) + ∑ (Total hold time for the agent in the time interval) + ∑ (Wrap-up time for ACD calls for the agent in the time interval)/∑ (ACD calls for the agent in the time interval).

Figure 25 provides an example of an Activity Summary table in a report for multiple agents.

Figure 26 provides an example of an Activity Summary table in a report for a single agent.

High Water Marks Table

The High Water Marks table displays a column for each duration counter.

The table includes a row per interval for each agent who is active over the interval. It also includes the following summary rows:

  • An interval summary row is provided for each interval if multiple agents have been selected. This represents the maximum value for all agents in that interval.
  • An agent summary row is provided for each agent over all intervals if multiple agents have been selected. This represents the maximum value for that agent over all
    intervals.
  • A report summary row is provided for all intervals and all agents. This represents the maximum value for all agents over all intervals.

The duration counters included in the report are described in the following table. The duration of calls used to determine the high water mark is captured in the interval in which the call is ended. For example, if an ACD call is started at 10:50 P.M. and ends at 11:10 P.M., then the 20-minute ACD call duration is captured as a high water mark for the 11:00 P.M. interval of an hourly report.

Counter Description
Longest ACD Call This is the longest amount of time spent on an ACD call by the agent for that interval.
Longest Outbound ACD Call This is the longest amount of time spent on an outbound ACD call by the agent for that interval.
Longest Route Point Call Feature not available at this time. It will always be 0..
Longest Outbound Route Point Call Feature not available at this time. It will always be 0..
Longest Inbound Call This is the longest amount of time spent on an inbound call (non-ACD outside company) by the agent for that interval.
Longest Outbound Call This is the longest amount of time spent on an outbound call (non-ACD outside company) by the agent for that interval.
Longest Internal Call This is the longest amount of time spent on an internal call (non-ACD within company) by the agent for that interval.

Figure 27 provides an example of a High Water Marks table in a report for multiple agents

Figure 28 provides an example of a High Water Marks table in a report for a single agent.

Agent Unavailability Report (Supervisor only)

The Agent Unavailability Report is a historical report that can be used by supervisors to request historical reports. This is an interval-based report.

The report provides information related to the unavailability codes used by agents when setting their state to Unavailable.

The report name is “Agent Unavailability Report” and is displayed in the introduction section of the generated report, as described in section 4.1 Agent Report Introduction Section.

The report includes the following elements:

  • Unavailable Codes Pie Chart
  • Unavailable Code Duration Bar Chart
  • Unavailable Codes Table
  • Unavailable Code Duration Table
    The report does not require any performance parameters.
Unavailable Codes Pie Chart

The Unavailable Codes pie chart shows the number of times that a particular unavailability code is used for the reporting period.

Each label represents one of the top 10 codes used.

  • For a single agent report, these are the top 10 codes used by the agent.
  • For a multiple agent report, these are the top 10 codes used by all agents.
    In addition, the Other label is displayed (when applicable) and represents the sum of all other codes. The No Code label is displayed (when applicable) and represents the sum of all times where an unavailability code was not used.

Figure 29 provides an example of an Unavailable Codes pie chart.

Unavailable Code Duration Bar Chart

The Unavailable Code Duration bar chart shows the amount of time that an unavailability code is used for the reporting period.

Each label represents one of the top 10 codes used.

  • For a single agent report, these are the top 10 codes used by the agent.
  • For a multiple agent report, these are the top 10 codes used by all agents.

In addition, the Other label is displayed (when applicable) and represents the sum of all other codes and the No Code label is displayed (when applicable) and represents the sum of all times that an unavailability code was not used. The bars are first ordered by size and then by name. The bars Other and No Code, when applicable, are always displayed to the far right, in that order. The bar chart is not displayed when there are no unavailability codes used during the reporting interval.

Figure 30 provides an example of an Unavailable Code Duration bar chart.

Unavailable Codes Table

The Unavailable Codes table displays a column for each of the top 10 codes used.

The table includes a row per interval for each agent who is active over the interval. It also includes the following summary rows:

  • An interval summary row is provided for each interval if multiple agents have been selected. For all columns, the summary row represents the sum of the counter values for all agents reported in that interval.
  • An agent summary row is provided for each agent over all intervals if multiple agents have been selected. For all columns, the summary row of an agent represents the sum of the counter values over all intervals for that agent.
  • A report summary row is provided for all intervals and all agents. For all columns, the report summary row represents the sum of the counter values over all intervals for all agents reported.

Each column represents one of the top 10 codes used.

  • For a single agent report, these are the top 10 codes used by the agent.
  • For a multiple agent report, these are the top 10 codes used by all agents.

In addition, the Other column is displayed (when applicable) and represents the sum of all other codes and a No Code column is displayed (when applicable) and represents the sum of all times that an unavailability code was not used. The columns are first ordered by the size of the report summary row, that is, the values in the last row of the table, and then when the values are the same, by the code name. The Other and No Code columns, when applicable, are always displayed to the far right, in that order.

Figure 31 provides an example of an Unavailable Codes table in a report for multiple agents.

Figure 32 provides an example of an Unavailable Codes table in a report for a single agent.

Unavailable Code Duration Table

The Unavailable Code Duration table displays a column for each of the top 10 codes used.

The table includes a row per interval for each agent who is active over the interval. It also includes the following summary rows:

  • An interval summary row is provided for each interval if multiple agents have been selected. For all columns, the summary row represents the sum of the duration values for all agents reported in that interval.
  • An agent summary row is provided for each agent over all intervals if multiple agents have been selected. For all columns, the summary row of an agent represents the sum of the duration values over all intervals for that agent.
  • A report summary row is provided for all intervals and all agents. For all columns, the report summary row represents the sum of the duration values over all intervals for all agents reported.

Each column represents one of the top 10 codes used.

  • For a single agent report, these are the top 10 codes used by the agent.
  • For a multiple agent report, these are the top 10 codes used by all agents.

In addition, an Other column is displayed (when applicable) and represents the sum of all other codes and a No Code column is displayed (when applicable) and represents the sum of all times that an unavailability code was not used. The columns are first ordered by the size of the report summary row, that is, the values in the last row of the table, and then when the values are the same, by the code name. The Other and No Code columns, when applicable, are always displayed to the far right, in that order.

Figure 33 provides an example of an Unavailable Code Duration table in a report for multiple agents.

Figure 34 provides an example of an Unavailable Code Duration table in a report for a single agent.

Agent Disposition Code Report (Supervisor only)

The Agent Disposition Code Report is a historical report that can be used by supervisors to request historical reports. This is an interval-based report.

The report provides information related to disposition codes used by agents. The report name is “Agent Disposition Code Report” and is displayed in the introduction section of the generated report, as described in section Agent Report Introduction Section.

The report includes the following elements:

  • Disposition Codes Pie Chart
  • Disposition Codes Table
    The report does not require any performance parameters.
Disposition Codes Pie Chart

The Disposition Codes pie chart shows the number of times that a particular disposition code is used for the reporting period.

Each label represents one of the top 10 codes used.

  • For a single agent report, these are the top 10 codes used by the agent.
  • For a multiple agent report, these are the top 10 codes used by all agents.

In addition, the Other label is displayed (when applicable) and represents the sum of all other codes.

Figure 35 provides an example of a Disposition Codes pie chart.

Disposition Codes Table

The Disposition Codes table includes a row per interval for each agent who is active over the interval. It also includes the following summary rows:

  • An interval summary row is provided for each interval if multiple agents have been selected. For all columns, the summary row represents the sum of the counter values for all agents reported in that interval.
  • An agent summary row is provided for each agent over all intervals if multiple agents have been selected. For all columns, the summary row of an agent represents the sum of the counter values over all intervals for that agent.
  • A report summary row is provided for all intervals and all agents. For all columns, the report summary row represents the sum of the counter values over all intervals for all agents reported.

Each column represents one of the top 10 codes used.

  • For a single agent report, these are the top 10 codes used by the agent.
  • For a multiple agent report, these are the top 10 codes used by all agents.
    In addition, the Other column (when applicable) represents the sum of all other codes. The columns are first ordered by the size of the report summary row, that is, the values in the last row of the table, and then when the values are the same, by the code name. The Other column, when applicable, is displayed to the far right.

Figure 36 provides an example of a Disposition Codes table in a report for multiple agents.

Figure 37 provides an example of a Disposition Codes table in a report for a single agent.

Agent Sign In Sign Out Report

The Agent Sign In Sign Out Report is a historical report that can be used by administrators, agents, and supervisors to request historical reports. This is a noninterval-based report.

The report provides information related to the sign-in and sign-out events of agents.

The report name is “Agent Sign In Sign Out Report” and is displayed in the introduction section of the generated report, as described in section 4.1 Agent Report Introduction Section.

The report includes the following elements:

  • Sign In Sign Out Table
  • Average Staffed Duration Bar Chart
    The report does not require any performance parameters.
Sign In Sign Out Table

The Sign In Sign Out table displays a column for each value described in the following table. There is one Sign In Sign Out table per agent, if multiple agents have been selected.

A row is included in this report for each agent sign-in that occurs within the requested time frame of the report.

Counter Description
Sign In Date/Time This is the date/time that the agent signed in (that is, the agent’s ACD state was set to any value other than “sign-out”).
Sign Out Date/Time This is the date/time that the agent signed out (that is, the agent’s ACD state was set to “sign-out”). If the sign-in time is during the time frame of the report and the sign-out time occurs after the time frame of the report but before the report generation time, the sign-out time is shown in the report.
Staffed Duration This is the amount of time that the agent was signed in. This is the time elapsed between the sign-in date/time and the sign-out date/time.

Figure 38 provides an example of a Sign In Sign Out table in a report for a single agent.

Average Staffed Duration Bar Chart

The Average Staffed Duration bar chart is only included for multiple agent reports and shows the average staffed time for each agent for the reporting period.

Each label represents an agent and displays the average staffed time period. The average staffed duration is computed as the total staffed duration divided by the number of sign-ins for the agent during the reported period. The labels are presented in alphabetical order (last name, first name).

Figure 39 provides an example of an Average Staffed Duration bar chart.


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