Agents Report
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File name: Total Agents.rdl
Introduction
Total Agents displays all information relevant to all the Agents. From here you can zoom in on a single Agent or continue to one of the other chapters.
Calls workload Overview (Agent)
The report is cut in two parts. The first parts show the first line Agents, these are the Agents that are configured in Anywhere365.
The item contains the following items:
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Item |
Description |
|---|---|
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Agent |
The Agent 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 Agents. It is possible to zoom in on an Agent by clicking on the name. |
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Group (Expand Agent) |
Show information per selected group in the group parameter. |
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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. |
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Accepted Hunts |
Accepted can be:
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Forwarded Hunts |
Forwarded can be:
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Missed Hunts |
Missed can be:
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NoContact Hunts |
NoContact can be:
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QuickDrop Hunts |
QuickDrop can be:
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Voicemail Hunts |
Voicemail can be:
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SL Queue 1 |
Show the number of accepted conversations with hunttime within (SL_QUEUE1) seconds. (Default 20 sec) |
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SL Queue 2 |
Show the number of accepted conversations with hunttime between (SL_QUEUE1) and (SL_QUEUE2) seconds. (Default 120 sec) |
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SL Queue 3 |
Show the number of accepted conversations with hunttime longer than (SL_QUEUE2) seconds. |
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SLA Hunt |
Percentage of SL Queue 1 field divided by Hunts |
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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.
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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]
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Average Discharge Time |
Average Discharge time of the Agent. Time spent wrapping up the conversation. Note: This is between [DischargeStart] and [DischargeComplete]
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Average Handle Time |
Average handle time of that Agent. (Not including transfers). Time spent talking to the customer and wrapping up the conversation. Note: This is Initial Talk Time + Discharge duration.
Note: This is between [AcceptedTime] and [Discharge Completed]
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AVG Hold Time |
Average time the customer has been put on hold. Note: EnableMusicOnHold setting must be true.
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Transfers |
The Transfer item displays the number of successful transfers the Agent has started. The percentage is Transfers dived by Accepted Conversations. |
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Skill Transfers |
The Transfer item displays the number of Skill transfers the Agent has started. A Skill transfer is when an Agent puts the Contact in a different Skill, for example using the Extension Window. The percentage is Transfers dived by Accepted Conversations. |
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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.
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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. |
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Class |
Number of times the agent classified a dialogue. Percentage is classified compared to total dialogues. |
Parameters
With parameters it is possible to filter the record. Below are the parameters available for this Report:
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Parameter |
Description |
|---|---|
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Language |
Select the language for the reports. More languages can be installed in the Language.rdl report. |
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UCC |
Filter on UCC. Select UCC through a check box. |
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Starttime |
Display all records on and after this date. |
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Endtime |
Display all record before this date. |
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Service Level QuickDrop |
Changes the threshold for the Quick Drops. Default: 5 seconds |
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Service Level Queuetime 1 (Seconds) |
Changes the threshold for the SL Queue 1 row. Default: 20 seconds |
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Service Level Queuetime 2 (Seconds) |
Changes the threshold for the SL Queue 2 and 3 row. Default: 120 seconds |
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Service Level Total |
Select the types of the dialogues for the Service Level Total
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Top |
Show the top # of the tables. Default: 100 |
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Dialogue |
Filter on the Dialogue Type
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Type |
Filter on the Conversation Type:
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Modality |
Filter on the Modality Type:
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Agents Filter |
Enable or Disable Agents filter Note: Use parameter Agents to select Agents.
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Agents |
Filter on Agent sip addresses in this field. (Multi-line) Multiple Agents can be entered, you can separate them by using "Enter". |
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Businesshours |
Filter dialogue on Businesshours:
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ExpandGroup |
Open all closed groups in one click. Useful for report exports. |
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Group |
Change the sub group to:
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Summarize by |
Toggle the time (queuetime, talk time, etc) values between Average or Maximum. |