Overview
The Agent Performance Report illustrates the overall performance of each Agent. Tracking their individual call metrics, this report shows how Agents are spending their time when logged in, i.e., time spent on a call, pause, wrapping up, etc.
Contents
Running the Agent Performance Report
1.) Click the Reports main menu.
2.) Click the Custom Reports menu option.
The page will open on the Affiliate Conversion Report.
3.) Click Agent Performance in the Common Reports list.
4.) Select a Date Range in the Filter Date Range box.
- (A) Start and End Dates fields: Allow you to enter a custom date range.
- (B) Quick Date buttons: Allow you to auto-fill the Date fields with the range options.
- (C) Time fields: Allow you to specify Start and End time hours and minutes.
- (D) Click Apply to save your chosen Dates and Times.
5.) Configure any Filters you want applied to the Report:
- Call Types: Select from the types of calls to show in the Report: 3-way, Inbound, Outbound, and Manual.
- Users: Select from the Account Users to include in the Report.
- Campaigns: Select from the Campaigns.
- Queues: Select from the Queues.
- Statuses: Select from the system and custom statuses.
- Lists: Select from the Lead Lists.
- Talk Time: Select from greater than and less than and enter a custom value for Talk Time to filter against.
6.) Click the Break Down tab to select Break Downs.
- Horizontal Break Downs separate the data in the table out based on the chosen filter.
- Vertical Break Downs add columns to the table based on the chosen filter.
7.) Click the blue Run Report button.
The Report will appear once it has finished processing. Admins can complete other tasks and will get a notification once it is ready.
Save Report
There are two options for saving your Custom Reports. One version enables Admins to save the current results as a CSV file, while the other saves the criteria for running the report again.
1.) Click the Export to CSV button to download as a CSV file to your device.
1.) Alternatively, click the Save Report button to open the Save Report pop-out.
2.) Configure the Save Report fields:
- (A) Name: Specify your preferred Name.
-
(B) Emails: Specify which email(s) will receive the report.
- i.e., admin1@emailadress.com, admin2@emailadress.com, etc.
- (C) Frequency: Drop-down to specify a frequency for the Report to re-run and send emails.
-
(D) Time: Specify when you want your report to be saved.
- If not repeating this Save, then leave it at the Default of the current time.
- (E) Click Save when complete.
Reading the Agent Performance Report
The Agent Performance Report consists of a graph and a detailed table. The graph allows for visualizing Agents' overall performance, and the table breaks down all of the metrics in the graph.
- X-Axis: Percentages
- Y-Axis: Agent Names
Graph Data
-
Talk Percentage - This bar represents the percentage of time the Agent spent on a call.
- Agent Talk metrics are also tracked in real-time in the Agent Monitor.
-
Wait Percentage - This bar represents the percentage of time the Agent spent waiting for a call in a Ready Status.
- Agent Wait metrics are also tracked in real-time on the Agent Monitor.
-
Pause Percentage - This bar represents the percentage of time the Agent spent in a Not Ready Status.
- Agent Pause metrics are also tracked in real-time on the Agent Monitor.
-
Wrap-Up Percentage - This bar represents the percentage of time the Agent spent in Wrap-Up.
- This also includes the time the Agent is Dispositioning a call and in a Dead Call.
- Voicemail Percentage - This bar represents the percentage of time the Agent spent on calls Dispositioned as a Voicemail/Answering Machine.
- Others Percentage - This bar represents the percentage of time the Agent spent on all calls not Dispositioned as a Voicemail/Answering Machine.
Table Data
-
Calls:
Number of calls owned by each Agent. -
Contacts:
Number of calls picked up by Lead or answered by Agent. -
Talk %:
Percentage of time spent on a call.- Agent Talk metrics are also tracked in real-time on the Agent Monitor.
-
Wait %:
Percentage of time Agent spent waiting for a call in a Ready Status.- Agent Wait metrics are also tracked in real-time in the Agent Monitor.
- For Preview Dial Campaigns, this metric also represents the time Agents spent in Preview.
-
Pause %:
Percentage of time Agent spent in a Not Ready Status.
- Agent Pause metrics are also tracked in real-time in the Agent Monitor.
-
Wrap-Up %:
Percentage of time Agent spent in Wrap-Up.- This percentage relates to the Agent Dispo metrics on the Agent Monitor. It displays the cumulative time the Agent(s) spent Dispositioning calls.
- This percentage also includes the time Agents spent on a Dead Call.
-
Talk Time:
Total time Agent spent on a call expressed in hours, minutes, and seconds.
- Agent Talk metrics are also tracked in real-time in the Agent Monitor.
-
Wait Time:
Total Time Agent spent waiting in a Ready Status expressed in hours, minutes, and seconds.- Agent Wait metrics are also tracked in real-time in the Agent Monitor.
- For Preview Dial Campaigns, this metric also represents the time Agents spent in Preview.
-
Pause Time:
Total Time Agent spent in a Not Ready Status expressed in hours, minutes, and seconds.- Agent Pause metrics are also tracked in real-time in the Agent Monitor.
-
Wrap-Up Time:
Total time Agent spent in Wrap-Up expressed in hours, minutes, and seconds.- This metric relates to the Agent Dispo metrics on the Agent Monitor. It displays the cumulative time the Agent(s) spent Dispositioning calls.
- This metric also includes the time Agents spent in a Dead Call.
-
Total Time:
Total time Agent spent logged in expressed in hours, minutes, and seconds. -
Voicemail:
Total number of Agent's calls that were Dispositioned as a Voicemail/Answering Machine. -
Others:
Total number of Agent's calls that were not Dispositioned as a Voicemail/Answering Machine. -
Voicemail %:
Percentage of Agent's calls that were Dispositioned as a Voicemail/Answering Machine. -
Others %:
Percentage of Agent's calls that were not Dispositioned as a Voicemail/Answering Machine.
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