Agent Snapshot Report

Required permissions: Agent Snapshot View

Report source: Tubes

Report refresh rate: 6 hours

The Agent Snapshot report displays key metrics concerning the agent’s performance.

An example of the Agent Snapshot report.

Bar Charts

Bar charts provide visual comparisons between the agent and the team average in several key performance metrics that allow the agent to determine how they are performing in relation to the team as a whole.

This bar chart compares the time in hours that the agent spent handling contacts (the yellow bar) versus the average handle time for the agent's team (the blue bar).

This bar chart compares the total number of contacts the agent handled (the yellow bar) versus the average number of contacts handled by a team member (the blue bar).

This bar chart compares the agent to an average team member in how they spend their time when not handling a contact. The Available and Unavailable times are shown separately, with the ACWClosed State that allows an agent to complete work requirements after finishing an interaction time broken out into its own view.

This bar chart compares the agent to an average team member in how they spend their time while handling a contact. Contact-related ACWClosed State that allows an agent to complete work requirements after finishing an interaction will also be shown if applicable.

Metrics

Metrics display a snapshot of the agent’s performance in a number of key areas, allowing for a quick assessment of the agent.

Metric

Details
Inbound Handled Total count of inbound contacts handled by the agent.

Inbound AHT

Average handle time of all inbound contacts handled by the agent.
Outbound Handled Total count of outbound contacts handled by the agent.
Outbound ATT Average talk time of all outbound contacts handled by the agent.
Available Time Total time that the agent spent in the available stateClosed The availability status of an agent.
Unavailable Time Total time that the agent spent in the unavailable state.
Refused Total count of contacts refused by the agent.
Login Time Total time that the agent spent logged in to the platform.
Occupancy Percentage of time agents spend handling contacts, also known as agent utilization.

Timecard

Timecard shows when the agent has been logged in to the platform. This allows for easy validation against the agent’s scheduled working time.

Column

Details
Session ID Unique ID given to the agent’s login session within the platform.

Login Date

Date and time that the login session started.
Logout Date Date and time that the login session ended.
Duration Total length of time that the agent was logged in.