Documentation

Summary

Author: Łukasz Strumiński

Created: 2023-03-29. Updated: 2023-03-29.

The Agents → Summary report shows detailed information about the work of your agents. You can see, among other things, how many calls each agent received, how long they talked, and how many breaks they were on.

You can search for data using filters:

• User group - select a group of agents,
• Agent - agent's name,
• Date - date for which the data will be displayed,
• Group by - grouping reports by different time periods,
• Outbound threshold (s) - define the threshold: default 20 seconds, the field applies to part of the reports and allows grouping only data that are below or above the set threshold.

Let's see a sample report.

• Name - name of agent,
• Surname - agent's surname,
• Date - date for which the data is displayed,
• Inbound offered - number of incoming calls offered to the agent,
• Inbound answered - number of incoming calls received by the agent,
• Inbound not answ. - number of incoming calls missed by the agent,
• Inbound transfer - number of incoming calls that have been transfered,
• Inbound aswered % - percentage of inbound calls answered by the agent,
• Inbound sum - total duration of incoming calls,
• Inbound average - average duration of incoming calls,
• Inbound wait avg - average time for an agent to answer a call,
• Calls per hour - number of conversations per hour,
• Total call time - total time of inbound and outbound calls,
• Out. count (<= thresh.) - number of outgoing calls in which the call time was equal to or less than the defined threshold,
• Out. sum (<= thresh.) - total duration of outbound calls in which the call time was equal to or less than the defined threshold,
• Out. avg (<= thresh.) - average duration of outgoing calls in which the call time was equal to or less than the defined threshold,
• Out. count (> thresh.) - number of outbound calls in which the call time was greater than the defined threshold,
• Out. sum (> thresh.) - total duration of outbound calls in which the call time was greater than the defined threshold,
• Out. avg (> thresh.) - average duration of outgoing calls in which the call time was greater than a defined threshold,
• Pauses - number of pauses (including administrative),
• Login time - total agent login time,
• First login date - date of the first login of the agent in a given period of time,
• Last logout date - date of the agent's last login in a given time period,
• Break sum - total time spent on break,
• Free time - total time spent on Free status,
• Admin pauses - number of administrative pauses,
• Admin time - total duration of administrative pause,
• Assignment pauses - number of work assignment pauses,
• Assignment sum - total duration of administrative pause,
• Wrap-up pauses - number of wrap-up pauses,
• Wrap-up sum - total duration of wrap-up pause,
• Average wrap-up - average wrap-up time,
• Closed tickets - number of closed tickets,
• Responded tickets - number of tickets with response,
• Total responses in tickets - number of responses to tickets,
• Closed chats - number of chats closed,
• Responded chats - number of chats closed with a response.