Agents Report

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:

Item

Description

Agent

The Agent 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 Agents.

It is possible to zoom in on an Agent by clicking on the name.

Group

(Expand Agent)

Show information per selected group in the group parameter.

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 Hunts

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 Hunts

Forwarded can be:

Missed Hunts

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 Hunts

NoContact can be:

  • (Outbound) Agent calls Customer and Customer does not pick up.

QuickDrop Hunts

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 Hunts

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.

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

AVG 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.

AVG 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.

Transfers

The Transfer item displays the number of successful transfers the Agent has started.

The percentage is Transfers dived by Accepted Conversations.

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.

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.

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

Top

Show the top # of the tables.

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:

Agents Filter

Enable or Disable Agents filter

Note Use parameter Agents to select Agents.

Agents

Filter on Agent sip addresses in this field.

Multiple Agents can be entered.

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.

Group

Change the sub group to:

  • SkillChosen
  • InitialAgent
  • InitialTransferee
  • SkillChanged
  • EndpointUri
  • Date
  • Hour
  • Hour:qoah

Summarize by

Toggle the time (queuetime, talk time, etc) values between Average or Maximum.