Agent Reports

Agent reports display statistics to help you evaluate your performance. MAX generates these agent reports:

Image of agent reports in MAX.

Launch Agent Reports

  1. Click Agent Reports in the lower right corner of the MAX interface.
  2. From the agent reports overview, click a report to open it.
  3. For the Performance and Productivity reports, click Today, Tomorrow, Last 7 Days, or Custom at the top of the report to set a time range.
    • Today—Spans from 12:00 AM to now.
    • Yesterday—Spans from 12:00 AM to 11:59 PM yesterday.
    • Last 7 Days—Spans from 12:00 AM 7 days ago until 11:59 pm yesterday.
    • Custom—Allows you to select a date range, spanning from 12:00 AM of the Start Date to 11:59 PM of the End Date.

You can set a favorite report to open by default when you launch agent reports. Click the star in the top right corner of the report to set it as your favorite. The name of the report then shows in the lower right corner of MAX instead of Agent Reports.

The reports update every 15 minutes with new data. To close the agent reports window, click elsewhere in the MAX interface.

Performance

Image of the performance report in MAX.

The Performance report displays these statistics based on the time frame you selected:

  • The number of inbound and outbound interactions that you handled.
  • The number of inbound and outbound interactions that your team handled.
  • The percentage of your team's inbound and outbound interactions that you handled.

Productivity

Image of the productivity report in MAX.

The Productivity report displays the time you and your team have spent in the Available, Working, and Unavailable statesClosed The availability status of an agent. Time is shown in hours, minutes, and seconds on the left and as a percentage on the right. The larger numbers and bars in the report show these values for you individually. The smaller numbers and bars show these values for your team.

When you click Show Details, the Productivity report displays the time that you spent in each Working and Unavailable sub-state. Unavailable sub-states are configured by your administrator. They are unique to your organization. Working sub-states are the same for all users and include the following:

  • Inbound Contact—Time spent handling an interaction that was initiated by the contact.
  • Outbound Contact—Time spent handling an interaction that you initiated.
  • Inbound Consult—Time spent conversing with someone else in the contact center who contacted a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge you're assigned to. For example, another agent might call the email skill for assistance.
  • Outbound Consult—Time spent conversing with someone in a skill you contacted. For example, you might put a contact on hold and then call the email skill for assistance.
  • Dialer—Time spent logged in to a proactive dialing skill.

Calls made directly to other agents in the contact center are not included in these working sub-states.

Assigned Skills

Image of the assigned skills report in MAX.

The Assigned Skills report displays a list of the skills you are assigned to. The icon to the left of each skill indicates the skill type:

  • Inbound Phone Skill icon, a phone—Inbound phone skill
  • Outbound Phone Skill icon, a phone with an arrow—Outbound phone skill
  • Chat Skill icon, a chat bubble—Chat skill
  • Email Skill icon, an envelope—Email skill
  • The Voicemail Skill icon, a phone—Voicemail skill
  • The Work Item Skill icon, a filing cabinet—Work item skill