Agent Scorecard

Note: Dialogue Intelligence for SSRS - With the Quality Monitoring Report and the Hunt Overview Report we reached a point where the preceding Dialogue Intelligence reporting based on SSRS no longer offers stand-out benefits over PowerBI. As a result, Anywhere365® has decided to end support for SSRS reporting as per 22nd of June 2022. New custom reports for SSRS will no longer be created. Customers are encouraged to start adopting the Anywhere365 template for PowerBI as a replacement as soon as possible to cater for a smooth transition.
If you have custom reports based on SSRS which information is not provided through our PowerBI templates, please contact your delivery partner to help relate you to a suitable PowerBI partner.

File name: Specific Agent.rdl

Introduction

This report displays all useful information of one Agent. In this view that displays what an Agent was doing. The report contains the following items:

Conversations

The Conversations item displays all the number of Direct, Inbound or Outbound Calls and Chats the Agent has participated in. It is possible to zoom in the Call or Chat details by clicking on the number.

Item	Description
Dialogue + Modality	Show what kind of dialogue and which modality.
Conversations	The Conversations item displays all the accepted Conversations per Agent. To display the Conversation in detail, you can click on the number. By expanding the row, the different dialogue types are displayed.
Hunts / Accepts	The Hunted / Accepted item displays the number of times the Agent is hunted and the number of times the Agent has accepted. Also the acceptance rate is displayed, this is calculated by Accepted divided by Hunts. Note: Outbound calls won't be counted in the Hunted / Accepted.
AVG Hunt Time	Average time of a hunt. Time the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. was contacting the Agent. Note: Only dialogue where the agent was called. Note: This is between [Hunting] and [HuntSuccessful]/[HuntFailed]. Multiple hunts per dialogue will be summarized.
AVG Initial Talk Time	Average talk time of that Agent. (Not including transfers). Time the agent was talking to a customer. Note: This is between [AcceptedTime] and [TransferTime]/[Endtime]
Average Discharge Time	Average Discharge time of the Agent. Time spent wrapping up the conversation. Note: This is between [DischargeStart] and [DischargeComplete]
AVG Handle Time	The Average Handle Time displays the average second of time a Conversations was connected to an first Agent and the Discharge Duration of the Agent. (without transfer) Note: This is Initial Talk Time + Discharge duration. Note: This is between [AcceptedTime] and [Discharge Completed]
AVG Hold Time	Average time the customer has been put on hold. Note: EnableMusicOnHold setting must be true.
SL Queue 1	Show the number of accepted conversations with hunttime within (SL_QUEUE1) seconds. (Default 20 sec)
SL Queue 2	Show the number of accepted conversations with hunttime between (SL_QUEUE1) and (SL_QUEUE2) seconds. (Default 120 sec)
SL Queue 3	Show the number of accepted conversations with hunttime longer than (SL_QUEUE2) seconds.
SLA Hunt	Percentage of SL Queue 1 field divided by Hunts
Transfers	The Transfer item displays the number of successful transfers the Agent has started. The percentage is Transfers dived by Accepted Conversations.
QM	The average score the customer gave the Agent in the Quality Monitoring. Next to it is the number of QM the Agent has had.

Agent Status

The “Agent Status per Day” item is a visual representation of the statuses of the Agent of a set days.

Agent Status overview

The “Agent Status Overview” chart displays an overview of the statuses of that Agent of a set days.

Agent Callers

The “Agent Caller” item displays the all Callers that the Agent has been connected to, with all the other relevant information.

Item	Description
Skill	Skill Shows the information per Skill the Agent was hunted for. It is possible to zoom in on a Skill by clicking on the name. Tip: This does not have to be the chosen Skill, in case of Skill Change.
Caller (Expand Skill)	The Caller item displays the SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address of the Callers the Agent has connected to. It is possible to zoom in on a Caller by clicking on the name.
Conversations	The Conversations item displays all the accepted Conversations per Agent. To display the Conversation in detail, you can click on the number. By expanding the row, the different dialogue types are displayed.
Accepted	Accepted can be: (Inbound) Agents picks up a conversation. (Outbound) Agent calls Customer and Customer picks up. (Direct) Customer calls Agents, and Agent picks up.
Forwarded	Forwarded can be: (Outbound) Agent calls Customer on Skype for Business / Microsoft Teams and Customer picks up with other endpoint (Mobile, Call Forwarding or Sim Ring). (Direct) Customer calls Agent on Skype for Business / Microsoft Teams and Agent picks up with other endpoint (Mobile, Call Forwarding or Sim Ring).
Missed	Missed can be: (Inbound) Agents does not pick up a conversation after [QuickDrop Parameter] settings. Note: Conversation can be picked by another Agent. (Direct) Customer calls Agents, and Agent does not pick up after [QuickDrop Parameter] settings.
NoContact	NoContact can be: (Outbound) Agent calls Customer and Customer does not pick up.
QuickDrop	QuickDrop can be: (Inbound) Agents does not pick up a conversation within [QuickDrop Parameter] settings. Note: Conversation can be picked by another Agent. (Direct) Customer calls Agents, and Agent does not pick up within [QuickDrop Parameter] settings.
Voicemail	Voicemail can be: (Outbound) Agent calls Customer on Skype for Business / Microsoft Teams and Customer's Voicemail picks up. (Direct) Customer calls Agent on Skype for Business / Microsoft Teams and Agent's Voicemail picks up.
Average Hunt Time	Average time of a hunt. Time the UCC was contacting the Agent. Note: Only dialogue where the agent was called. Note: This is between [Hunting] and [HuntSuccessful]/[HuntFailed]. Multiple hunts per dialogue will be summarized.
Average Initial Talk Time	Average talk time of that Agent. (Not including transfers). Time the agent was talking to a customer. Note: This is between [AcceptedTime] and [TransferTime]/[Endtime]
Average Hold Time	Average time the customer has been put on hold. Note: EnableMusicOnHold setting must be true.
Transfers	The Transfer item displays the number of successful transfers the Agent has started. The percentage is Transfers dived by Accepted Conversations.
Hunted / Accepted	The Hunted / Accepted item displays the number of times the Agent is hunted and the number of times the Agent has accepted. Also the acceptance rate is displayed, this is calculated by Accepted divided by Hunts. Note: Outbound calls won't be counted in the Hunted / Accepted.
QM	The average score the customer gave the Agent in the Quality Monitoring. Next to it is the number of QM the Agent has had.

Parameters

With parameters it is possible to filter the record. Below are the parameters available for this Report:

Parameter	Description
Language	Select the language for the reports. More languages can be installed in the Language.rdl report.
UCC	Filter on UCC. Select UCC through a check box.
Agent	Display the records of selected Agent. (Single-line) Tip: You can use % as a wildcard.
Starttime	Display all records on and after this date.
Endtime	Display all record before this date.
Service Level QuickDrop	Changes the threshold for the Quick Drops. Default: 5 seconds
Service Level Queuetime 1 (Seconds)	Changes the threshold for the SL Queue 1 row. Default: 20 seconds
Service Level Queuetime 2 (Seconds)	Changes the threshold for the SL Queue 2 and 3 row. Default: 120 seconds
Service Level Total	Select the types of the dialogues for the Service Level Total Accepted (Default) Missed (Default) QuickDrop Forwarded Voicemail Prompt NoContact NoSkill Overflow
Dialogue	Filter on the Dialogue Type Inbound Outbound Direct
Type	Filter on the Conversation Type: Accepted Forwarded Missed NoContact NoSkill Overflow QuickDrop Prompt Voicemail
Modality	Filter on the Modality Type: Call Chat CallMe Email OutboundDialer Voicemail AutonomousDialer
StatusDays	Filter on the number of days to show. Default: 7.
Status Hour Start	Change the starting hour of the status graph. Default: 0.
Status Hour End	Change the ending hour of the status graph. Default: 24.
Businesshours	Filter dialogue on Businesshours: Show all Show inside businesshours Show outside businesshours
ExpandGroup	Open all closed groups in one click. Useful for report exports.
Summarize by	Toggle the time (queuetime, talk time, etc) values between Average or Maximum.