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Required permissions: Agent Summary Report View
Report source: DW (Data Warehouse)
Report refresh rate: 10 seconds
The Agent Summary Report uses several statistics to show agent performance and utilization.
This report assigns each agent a "working rate" as a percentage out of 100. You can use this data to determine if an agent is fulfilling their duties, and make adjustments to ensure success.
Data in this Report
The Agent Summary report has multiple columns that present data attributes and metrics. The table below provides a description for each column.
| Column | Description |
|---|---|
| Agent Name (ID) | Agent name and unique ID. |
| Handled (Inbound) | Total count of inbound contacts handled by the agent. (Direction = INBOUND and Contact State Description = ACTIVE) |
| Avg Talk Time (Inbound) | Average talk time of all inbound contacts handled by the agent. (Direction = INBOUND Talk Time/ Handled) |
| Handled (Outbound) | Total count of outbound contacts handled by the agent. (Direction = OUTBOUND and Contact State Description = ACTIVE) |
| Avg Talk Time (Outbound) | Average talk time of all outbound contacts handled by the agent. (Direction = OUTBOUND Talk Time/ Handled) |
| Available Time | Total time that the agent spent in the available state The availability status of an agent. (Agent State = AVAILABLE) |
| Total Unavailable Time | Total time that the agent spent in the unavailable state. (Agent State = LOGGEDOUT, LOGGEDIN, or UNAVAILABLE) |
| Refused | Total count of contacts refused by the agent. |
| Login Time | Total time that the agent spent logged in to the platform. |
| Working Rate |
Total time the agent was logged in and available or actively handling contacts. ( [Available Time] + [Inbound Time] + [Outbound Time] + [ACW Time] + [Consult Time] ) / Login time |
| Occupancy |
Percentage of time agents spend handling contacts, also known as agent utilization. [Handle Time] / ( [Handle Time] + [Available Time] ) |