Required security profile permissions: Agent Summary Report View
Report source: DW
Report refresh rate: 10 seconds
The Agent Summary Report uses several statistics to show agent performance and utilization.
All of the data in this report provides management with a "working rate" (percentage out of 100) that can be used to determine if an agent is fulfilling their duties, and make adjustments to ensure success.
|Agent Name (ID)||The contact center agent's name and ID. This is a unique value identifying the agent.|
|Handled (Inbound)||Total count of inbound contacts handled by the agent.|
|Avg Talk Time (Inbound)||Average talk time of all inbound contacts handled by the agent.|
|Handled (Outbound)||Total count of outbound contacts handled by the agent.|
|Avg Talk Time (Outbound)||Average talk time of all outbound contacts handled by the agent.|
|Available Time||Total time that the agent spent in the available state.|
|Total 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.|
|Working Rate||Total time the agent was logged in and available or actively handling contacts|
|Occupancy||Percentage of time agents spend handling contacts, otherwise known as agent utilization.|