Agent Scorecard

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.

Hunt Time

Average time of a hunt

Note Only dialogue where the agent was called.

Note This is between [Hunting] and [HuntSuccessful]/[HuntFailed]. Multiple hunts per dialogue will be summarized.

Initial Talk Time

Average talk time of that Agent. (Not including transfers).

Note This is between [AcceptedTime] and [TransferTime]/[Endtime]

Average Discharge Time

evAverage Discharge time of the Agent.

Note This is between [DischargeStart] and [DischargeComplete]

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 SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities 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:

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

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).

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.

UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.

Filter on UCC. Select UCC through a check box.

Agent

Display the records of selected Agent.

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

Service Level Queuetime 1 (Seconds)

Changes the threshold for the SL Queue 1 row.

Service Level Queuetime 2 (Seconds)

Changes the threshold for the SL Queue 2 and 3 row.

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:

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.