Agent Contact Performance & History Report

The Agent Contact Performance & History Report displays key metric for each interaction that the agents handled during the time period you select. This report provides in-depth data on agent performance such as the number of call the agent put on hold or the number of times the agent consulted. You can view overall performance data with the two charts, common KPIs across all agents, or the full agent performance details in the table.

Data Overview

This prebuilt report includes:

Agent Contact Performance

The Agent Contact Performance bar chart provides a visual breakdown of agent activity using metrics such as Agent Contact Duration, Active Time, Handle Time, and Inactive Time. The x-axis reflects time intervals, adjustable via the Time Options drop-down.

Special features include a tooltip displaying contact duration over time, visible minimum and maximum values, and hover-enabled metric details including unsalvageable time.

Agent Performance

Choose the metric summary widget and choose the metric from the table below, view by age.

View table

GRIDS	METRICS
Agent Contact Performance	Active Time'
	ACW Time
	Agt Contact Duration
	Agent FRT
	Agent Responses
	Agent Session Time
	Available Time
	Avg Agent FRT
	Conferences
	Conferences Time
	Consult Count
	Consult Time
	Defocus Count
	Focus Count
	Handle Time
	Hold Time
	Inactive Time
	Occupancy
	Unavailable Time
	Working Rate

Key Performance Indicators

Use the KPI widget and set the below metrics, choose view by agent.

Agt Contact Duration.
Consult Count.
Conferences.
Agent Responses.
Focus Count.

Agent Contact History and Performance

Shows detailed information on agent interactions with contacts.

View table

Column	description
Agent name	The agent's first and last name.
Agent No	The unique ID number. This is a unique value assigned by the system to identify the agent.
Team name	The name of the team the agent is assigned to.
Agent Contact ID	The system-generated unique ID assigned to the agent that ties the agent to the contact. If a single contacts is transferred to a different agent or changes the channel type-such as a chat elevating to a voice call-a new agent contact ID will be generated.
Contact no	The contact's unique number assigned by the system.
Agent Contact Start	The datetime that the interaction occurred.
Campaign name	The campaign by which the interaction was categorized.
Skill name	The ACD skill being used by an active contact the agent is on. This only displays if the agent is in an ACD inbound or outbound state.
Channel name	the channel through which the interaction occurred. If a single contact experiences multiple channels, each new channel interaction will appear as a new row in the report table with a unique agent contact ID.
Direction	Whether the contact was inbound or outbound.
Agent Contact Duration	The amount of time that the agent was interacting with the contact. This includes hold time or conference times, but not the time that the contact spent in prequeue or an IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both..
DNIS The number dialed on inbound or outbound voice calls.	DNIS is the Point of Contact phone number the customer calls or email address the customer contacted.
ANI Also known as caller ID. Listed phone number of an incoming voice call.	ANI is the number or email address the customer used to send an inbound message.
Refused	Total count of contacts refused by the agent.
Handle Time	The duration of time from the agent accepting the contact to ending the interaction.
Active Time	The amount of time that the agent was actively interacting with the contact. For example, if the agent is handling four chats, the agent can only have one chat open at a time where the agent is actively typing. One chat will be active at a time and the other three chats will be inactive.
Inactive Time	The time an AGENT CONTACT is not being handled during the AGENT CONTACT DURATION.
Handled	Total count of inbound contacts handled by the agent.
Focus count	The total number of active contacts the agent handled at once. For example, the agent may switch between handling various contacts at once, but can only message one at a time.
Defocus count	The number of times that an AGENT moved their focus away from a Digital CONTACT. (This is typically based on the Agent's cursor exiting the UI window of one CONTACT and entering the UI window of a different CONTACT.)
ACW time	The amount of time that the agent spent performing after contact work, such as entering notes or configuring dispositions. ACW time begins after the active interaction ends, but before the agent has fully completed the workflow.
Hold time	The amount of time that the contact spent on hold.
Conferences	The count of how many instances the agent performed a conference with another agent.
Conference Time	The total amount of time the interaction was in a conference. A conference is when multiple parties are actively communicating together.
Consult Count	The number of CONSULTs an AGENT participated in while handling customer communications. An AGENT CONTACT is created for each side of a CONSULT (one per AGENT).
Consult Time	The total amount of time the agent placed the contact on hold and consulted another user.
Agent FRT	The amount of time that passed from the beginning of the interaction to when the agent sent the first message to the contact.
Agent Messages	The total number of messages that the agent sent to the contact.
Customer Messages	The total number of messages that the contact sent to the agent.
Total Messages	The total amount of messages sent during an interaction.
Talk Time	The amount of time that CONTACTs spent in ACTIVE, HOLD, and CONFERENCE times.
Agent Responses	The number of times an Agent responded to Customer Messages, where a "response" is the exchange of turns while sending communication to another party.