There are the following four agents’ performance/evaluation reports, that can be used by user/admin to check / monitor system progress.
1. Queue Statistics: Live statistics about queues
2. Live Statistics: Live statistics about agents
3. Agent Statistics : Agent activity logs / statistics
4. Campaign Statistics: Campaign related activity logs/statistics
Although the reports are self-explanatory, the following explanation may help regarding understanding the individual
fields.
1: Queue statistics
Queue statistics
Queue Name
Self-explanatory.
Extension
Extension number assigned to this queue
Offline Agents
Associated agents who are not available / not ready to take calls
Ready Agents
Total number of agents which can take calls ( including busy )
Busy Agents
Busy agents may include agents on live calls, on hold, and also in wrapup status
enqueue Calls
A number of total clients/calls that waiting for free agents.
Max Wait
will show time for client/call which is waiting for the longest time.
Live Calls
A number of calls which is active with agents.
2: Live statistics
Live Campaign statistics
Campaign Name
Self-explanatory.
Calls Queued
A total number of calls in the campaign queue/skill group waiting for the next available agents.
Equation:
call_queued = Count ( all calls having ‘queued’ status )
Agent Name
Self-explanatory.
Agent extension
Self-explanatory.
Status
The status of the agent can be any of the following depending on the current state of the agents
logged off:
Agent logged off, probably due to shifting end.
unavailable:
Agent present but not ready to take calls, probably on break.
available:
Agent ready to take calls
incall:
Agent handling live calls
on-hold:
The agent has put the customer on hold during a live call
wrapping:
The agent has completed the call, and now wrapping up the call/saving call outcome.
Logged At
Login date and time for the current session of the agent.
Login Age
The total length of time for the current session of the agent.
3: Agent statistics
Agents statistics
Agent
Self-explanatory.
Login
Agent login date and time
Logout
Agent log-off date and time
Campaign
Self-explanatory.
Handled
The total number of calls handled by agents does not include abandoned calls or calls where customers did not choose to talk
with agents.
AHT
Average time agents remained busy handling calls including talk time and wrapping uptime
Held
A total number of calls held in queues. basically, all agent calls are being routed through the queue, so here we list only those
calls which took more than 5 seconds in queue
Equation:
held calls = total ( where queue wait > 5 seconds)
Not Ready
Total time agent remained on break
Handle Time
Total busy time of agent, including the talk time and wrapping uptime
Hold Time
The total time when the agent chose to put the customer on hold during live calls. different from wait time in queue
Talk Time
Total time agent remained live with the customer, including the on-hold time.
Ring Time
Total time is taken by the agent to answer calls Note: In the live mode for an agent, the call is answered automatically and immediately, so
There will be 0 delays.
Reserved
Total time is given for wrapping up calls outcome
Occupancy
Percentage of the agent’s busy time versus agent’s total shift time.
Equation:
Occupancy = ( talk time + wrap time ) / agent login duration
Break
The total duration of breaks taken by the agent
Reason
break reason code, in case of multiple breaks in a session, reasons will be separated by an arrow ->
4: Campaign statistics
Campaign Name
Self-explanatory.
Date / Time
Campaign creation date and time.
Answer Wait
Total Ring time or delay before the user answers the call. please remember it does not include time in queue. Note: In case of
inbound campaigns, there is no delay before answer, ICTBroadcast answers inbound calls immediately.
Handled
A number of calls connected with agents do not include calls abandoned in a queue or have no choice to talk with the agent.
Offered
A total number of calls attempted under the selected campaign, regardless of their outcome.
Abandoned
A number of calls were abandoned from the queue, either by timeout, agent unavailability, or customer action/request.
Handle Time
Total agent time, consumed handling calls, in addition to talking time it also includes wrap uptime
Equation:
handle_time = ( total talk time + total wrap up time )
Talk time
Duration of the call when customer remained with a live agent. please note that it also includes the hold time.
Hold time
Total time agents remained in on-hold status.
Answered
Similar to the total offered calls it includes all calls connected with an agent or left before. However, unlike offered calls, it does not
include failed calls, i.e busy, no answer, or failed due to network error.
Handled (q)
Total time customer remained in the queue, including the abandoned calls
Abandon Time
Total time of queue for abandoned calls
Handle time (μ)
Average handle time, see the handling time.
Answer Time (q)
Total wait before agent answer, i.e total ring time for agents Note: In the live mode for an agent, the call is answered automatically and
immediately, so there will be 0 delays.