Agent Summary Report

Required permissions: Data Download View

The Agent Summary data download report shows information about an agent, including how the agent spent time each day in the specified time period and the number of contacts handled per day.

An example of the Agent Summary data download report output.

Select Report Option

You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.

Field Details
Date Range

The default date and time range is from 12:00 AM to 11:59 PM today. When you click the arrows to the left or right of the date range, the range moves up or back 24 hours. When you click the in the date range, you can select one of these options:

  • Today: Outputs data from 12:00 AM today to now. This option is the default.
  • Yesterday: Outputs data from 12:00 AM yesterday to 11:59 PM last night.
  • Last 7 Days: Outputs data from 12:00 AM seven days ago to now.
  • Last 30 Days: Outputs data from 12:00 AM 30 days ago to 12:00 AM today.
  • Previous Week: Outputs data from the last full week, Sunday through Saturday. It pulls data from 12:00 AM last Sunday to 11:59 PM last Saturday.
  • Previous Month: Outputs data from 12:00 AM on the first day of last month to 11:59 PM the last day of last month.
  • Month to Date: Outputs data from 12:00 AM on the first day of this month to now.
  • Specific Date: Opens a date selector and lets you choose a specific day from which to pull data. By default, it pulls data from 12:00 AM that morning to 11:59 PM that night.
  • Date Range: Opens two date selectors that enable you to select a start date and end date for the range. By default, the range pulls data from 12:00 AM on the selected start date to 11:59 PM on the selected end date.

Start/End Time

If you selected Specific Date or Date Range for Date Range, you can use the Start/End Time field to specify the time range you want the data to cover. When you click inside the start or end text box, a drop-down lists times from 12:00 AM to 11:45 PM that you can select. You can also enter a specific time.
Export Format

You can use the Export Format drop-down to select the format you want the report to be in when you download it. You can select one of these options:

  • Comma Separated: A comma-separated list in a CSV file.
  • Tab Delimited File: A tab-separated list in a TXT file.
  • XML: An XML-formatted TXT file.
Include Field Names Select this checkbox if you want the first row of the report to be field names.
Append date to file name (YYYYMMDD) Select this checkbox if you want the current date to appear at the end of the report file name. The format is year, month, then day.

Columns

Agent_No

The unique, system-generated ID of the agent.

Agent_Name

The first and last name of the agent as displayed in the agent's NICE CXone user profile.

Team_No

The unique, system-generated ID of the team the agent belongs to.
Inbound_Contacts

The total number of inbound contacts the agent handled in the indicated time period.
Outbound_Contacts

The total number of outbound contacts the agent handled in the indicated time period.
ACD_Time

The total amount of time in seconds the agent spent handling inbound and outbound calls.
Ave_ACD

The average amount of time in seconds the agent spent handling each inbound call.
Outbound_Time

The total amount of time in seconds the agent spent handling outbound calls.
Ave_Outbound

The average amount of time in seconds the agent spent handling each outbound call.
Unavailable_Time

The total amount of time in seconds the agent spent in an unavailable stateClosed The availability status of an agent, unable to handle another contact.
Available_Time

The total amount of time in seconds the agent spent in an available stateClosed The availability status of an agent, waiting to handle another contact.
Total_Time

The total amount of time in seconds the agent spent logged in to the NICE CXone system on the date indicated.
Refused_Contacts

The total number of preview contacts the agent refused on the date indicated.
Held_Party_Abandon

The total number of contacts the agent placed on hold who disconnected before the communication resumed.
InContact_Percent

The percent of total time the agent spent handling contacts. The value is (ACD_Time + Outbound_Time) / Total_Time.
ACD_Outbound_Avail_Percent

The percent of total time logged that the agent spent handling contacts or in an available stateClosed The availability status of an agent, waiting to handle another contact. The value is (ACD_Time + Outbound_Time + Available_Time) / Total_Time.