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.

Learn more about the fields in this step

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 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 state, unable to handle another contact.
Available_Time	The total amount of time in seconds the agent spent in an available state, waiting to handle another contact.
Total_Time	The total amount of time in seconds the agent spent logged in to the 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 state, waiting to handle another contact. The value is (ACD_Time + Outbound_Time + Available_Time) / Total_Time.