340 Agent Daily Performance
Definition
This report shows times in state and key data for ACD Inbound, Chat, other Mediarouting (Email), Outbound, DN-Incoming and DN-Outgoing based on historical data per agent and per day. Thanks to its drilldowns, this report offers an optimal entry point into performance analysis.
note
This report does not take into consideration any system time offset (normally UTC) by the CUIC user timezone!
Main data source: Agent_Skill_Group_Interval
Screenshots
Drilldowns
- 330 Agent Interval Performance (field Date)
- 336 Agent State Voice Interval (field NotReadyTime)
- 337 Agent NotReady Detail Voice Interval (field NotReadyTime)
Field description
| Field name | Description | Formula |
|---|---|---|
| AgentID | ID of agent | |
| AgentFirstName | First name of agent | |
| AgentLastName | Surname of agent | |
| AgentName | Full name of agent (combination of surname and first name) | |
| AgentPeripheralNumber | Login name of agent (PeripheralNumber) | |
| AgentLoginName | Login name of agent (LoginName) | |
| AgentEnterpriseName | EnterpriseName of agent | |
| AgentDescription | Description of the agent | |
| TeamID | ID of agent team (optional) | |
| TeamName | Name of agent team (optional) | |
| TeamDescription | Description of agent team (optional) | |
| Date | Date of the daily sum | |
| DoW | Weekday of the interval sum (1 Mon - 7 Sun) | |
| OverallHandledPerLoginHour | Number of handled Contact Center inbound and outbound tasks per hour being logged in for Voice | 3600 * (ACDHandled + ACDCallback + ChatHandled + MRHandled + DNExtOut + OutboundHandled) / LoginTime (Voice) |
| OverallHandledPerReadyHour | Number of handled Contact Center inbound and outbound tasks per hour being ready for Voice | 3600 * (ACDHandled + ACDCallback + ChatHandled + MRHandled + DNExtOut + OutboundHandled) / ReadyTime (Voice) |
| LoginTime | Login time of the agent for Voice in seconds | |
| NotReadyTime | Time in seconds which the agents for Voice are without activity in the "Not Ready" status | |
| PerNotReadyTime | Percentage of which agents for Voice are without activity in the "Not Ready" status | NotReadyTime / LoginTime |
| ReadyTime | Time in seconds which the agents for Voice are not in the "Not Ready" status (LoginTime - NotReadyTime) | |
| PerReadyTime | Percentage of which agents for Voice are not in the "Not Ready" status | ReadyTime / LoginTime |
| AvailTime | Time in seconds which the agents for Voice are without activity in the "Available" status and are waiting for calls | |
| PerAvailTime | Percentage of which agents for Voice are without activity in the "Available" status and are waiting for calls | AvailTime / LoginTime |
| ActiveTime | Active time in seconds which agents are busy with any kind of call (LoginTime - NotReadyTime - AvailTime) | |
| PerActiveTime | Percentage of which agents are busy with any kind of call | ActiveTime / LoginTime |
| ACDActiveTime | Active time in seconds which agents are busy with Call Center calls (including ACDRingTime). The active time for "QueueToAgent" calls is not included here, but in DNActiveTime. | |
| PerACDActiveTime | Percentage of which agents are busy with Call Center calls (including ACDRingTime). The active time for "QueueToAgent" calls is not included here, but in DNActiveTime. | ACDActiveTime / LoginTime |
| DNActiveTime | Active time in seconds which Agents are busy with incoming or outgoing direct calls. This also includes the active time for "QueueToAgent" calls. | |
| PerDNActiveTime | Percentage of which agents are busy with incoming or outgoing direct calls. This also includes the active time for "QueueToAgent" calls. | DNActiveTime / LoginTime |
| OutboundActiveTime | Active time in seconds which agents are busy with Outbound calls of the dialer | |
| PerOutboundActiveTime | Percentage of which agents are busy with Outbound calls of the dialer | OutboundActiveTime / LoginTime |
| Occupancy | Percentage of the ready state where agents are busy with any kind of call | ActiveTime / ReadyTime |
| ACDHandled | Number of answered Call Center calls (incremented upon completion of wrap-up) | |
| ACDTransInHandled | Number of answered Call Center calls which were transferred to a SkillGroup before (included in ACDHandled) | |
| ACDHandleTime | Total handling time of Call Center calls in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) | |
| AvgACDHandleTime | Average handling time of Call Center calls in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) | ACDHandleTime / ACDHandled |
| ACDTalkTime | Time in seconds which Call Center calls are active (call duration without hold time) | |
| AvgACDTalkTime | Average time in seconds which Call Center calls are active (call duration without hold time) | ACDTalkTime / ACDHandled |
| PerACDTalkTime | Percentage of which Call Center calls are active (call duration without hold time) | ACDTalkTime / ACDHandleTime |
| ACDHoldTime | Time in seconds which Call Center calls are on hold (e.g. for queries) | |
| AvgACDHoldTime | Average time in seconds which Call Center calls are on hold (e.g. for queries) | ACDHoldTime / ACDHandled |
| PerACDHoldTime | Percentage of which Call Center calls are on hold (e.g. for queries) | ACDHoldTime / ACDHandleTime |
| ACDWrapupTime | Time in seconds which Call Center calls are in the wrap-up stage (after active Call Center calls until agents are available again) | |
| AvgACDWrapupTime | Average time in seconds which Call Center calls are in the wrap-up stage (after active Call Center calls until agents are available again) | ACDWrapupTime / ACDHandled |
| PerACDWrapupTime | Percentage of which Call Center calls are in the wrap-up stage (after active Call Center calls until agents are available again) | ACDWrapupTime / ACDHandleTime |
| ACDRONA | Number of Call Center calls which were assigned to agents, but not answered within a reasonable time (RONA timeout) (contains RONA and Requery) | |
| ACDAbanRing | Number of Call Center calls which were assigned to agents and ended by callers while ringing at the set | |
| ACDRingTime | Time in seconds which Call Center calls are presented to agents until they are answered, revoked by the system or until the callers hang up. The RingTime for "QueueToAgent" calls is not included here. | |
| AvgACDRingTime | Average time in seconds which Call Center calls are presented to agents until they are answered, revoked by the system or until the callers hang up (see special case for ACDRingTime) | ACDRingTime / (ACDHandled + ACDRONA + ACDAbanRing) |
| ACDHandledPerReadyHour | Number of answered Call Center calls per hour of being ready | 3600 * ACDHandled / ReadyTime |
| ACDHold | Number of Contact Center calls which were placed on hold at least once | |
| ACDNonHold | Number of Contact Center calls which were never placed on hold | |
| ACDNonHoldRate | Percentage of Contact Center calls which were never placed on hold | ACDNonHold / ACDHandled |
| AvgACDHoldDuration | Average time in seconds for held Contact Center calls | ACDHoldTime / ACDHold |
| ACDTransferred | Number of Call Center calls which were answered by the agents and subsequently forwarded. Forwarded "QueueToAgent" calls are not included here, but in DNTransferred. | |
| ACDSFinishRate | Percentage of the answered Call Center calls which were not forwarded (self handled). See special case for ACDTransferred | (ACDHandled - ACDTransferred) / ACDHandled |
| ACDCallback | Number of executed ACD Callbacks (automated outgoing callbacks from available agents) | |
| ACDCallbackTime | Total time in seconds for dialing and handling of callbacks (ends after wrap-up) | |
| AvgACDCallbackTime | Average time in seconds for dialing and handling of callbacks (ends after wrap-up) | ACDCallbackTime / ACDCallback |
| ACDCallbackWaitTime | Time in seconds for dialing until callbacks are answered or droped by the agent | |
| AvgACDCallbackWaitTime | Average time in seconds for dialing until callbacks are answered or droped by the agent | ACDCallbackWaitTime / ACDCallback |
| ACDCallbackHandled | Number of answered ACD Callbacks | |
| ACDCallbackHandleTime | Total handling time of ACD Callbacks in seconds from answering to end of wrap-up | |
| AvgACDCallbackHandleTime | Average handling time of ACD Callbacks in seconds from answering to end of wrap-up | ACDCallbackHandleTime / ACDCallbackHandled |
| DNInAnswered | Number of direct calls answered by agents | |
| DNTransInHandled | Number of direct calls answered by agents which were transferred to the agent (included in DNInAnswered) | |
| DNInHandleTime | Total handling time of incoming direct calls in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) | |
| AvgDNInHandleTime | Average total handling time of incoming direct calls in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) | DNInHandleTime / DNInAnswered |
| DNOut | Number of outgoing calls made which are not associated with Call Center calls placed on hold (note: even a busy line is considered to be a call!) | |
| DNOutHandleTime | Total handling time of outgoing calls which are not associated with Call Center calls placed on hold in seconds from seizure of the line to end of wrap-up (sum of talk, hold and wrap-up time) | |
| AvgDNOutHandleTime | Average total handling time of outgoing calls which are not associated with Call Center calls placed on hold in seconds from seizure of the line to end of wrap-up (sum of talk, hold and wrap-up time) | DNOutHandleTime / DNOut |
| DNExtOut | Number of external outgoing calls made which are not associated with Call Center calls placed on hold | |
| DNExtOutHandleTime | Total handling time of external outgoing calls which are not associated with Call Center calls placed on hold in seconds from seizure of the line to end of wrap-up (sum of talk, hold and wrap-up time) | |
| AvgDNExtOutHandleTime | Average total handling time of external outgoing calls which are not associated with Call Center calls placed on hold in seconds from seizure of the line to end of wrap-up (sum of talk, hold and wrap-up time) | DNExtOutHandleTime / DNExtOut |
| DNTransferred | Number of incoming or outgoing direct calls which were forwarded by agents. This also includes forwarded "QueueToAgent" calls. | |
| OutboundReserved | Number of Outbound reservation calls assigned by the Campaign Manager (incremented upon completion of wrap-up) | |
| OutboundReservedTime | Reservation period for Outbound calls in seconds from assignment to dialing (Preview) or to placement of call (Predictive) | |
| AvgOutboundReservedTime | Average reservation period for Outbound calls in seconds from assignment to dialing (Preview) or to placement of call (Predictive) | OutboundReservedTime / OutboundReserved |
| OutboundHandled | Number of Outbound calls made (incremented upon completion of wrap-up) | |
| OutboundHandleTime | Total handling time of Outbound calls in seconds from dialing for Preview or to placement of call for Predictive to end of wrap-up (sum of talk, hold and wrap-up time) | |
| AvgOutboundHandleTime | Average total handling time of Outbound calls in seconds from dialing for Preview or to placement of call for Predictive to end of wrap-up (sum of talk, hold and wrap-up time) | OutboundHandleTime / OutboundHandled |
| OutboundTalkTime | Time in seconds which Outbound calls are being dialed (only Preview) and are active (call duration without hold time) | |
| AvgOutboundTalkTime | Average time in seconds which Outbound calls are being dialed (only Preview) and are active (call duration without hold time) | OutboundTalkTime / OutboundHandled |
| PerOutboundTalkTime | Percentage of which Outbound calls are being dialed (only Preview) and are active (call duration without hold time) | OutboundTalkTime / OutboundHandleTime |
| OutboundHoldTime | Time in seconds which Outbound calls are on hold (e.g. for queries) | |
| AvgOutboundHoldTime | Average time in seconds which Outbound calls are on hold (e.g. for queries) | OutboundHoldTime / OutboundHandled |
| PerOutboundHoldTime | Percentage of which Outbound calls are on hold (e.g. for queries) | OutboundHoldTime / OutboundHandleTime |
| OutboundWrapupTime | Time in seconds which Outbound calls are in the wrap-up stage (after active Outbound calls until agents are available again) | |
| AvgOutboundWrapupTime | Average time in seconds which Outbound calls are in the wrap-up stage (after active Outbound calls until agents are available again) | OutboundWrapupTime / OutboundHandled |
| PerOutboundWrapupTime | Percentage of which Outbound calls are in the wrap-up stage (after active Outbound calls until agents are available again) | OutboundWrapupTime / OutboundHandleTime |
| ChatLoginTime | Login time of the agent for Chat in seconds | |
| ChatNotReadyTime | Time in seconds which the agents for Chat are without activity in the "Not Ready" status | |
| PerChatNotReadyTime | Percentage of which the agents for Chat are without activity in the "Not Ready" status | ChatNotReadyTime / ChatLoginTime |
| ChatReadyTime | Time in seconds which the agents for Chat are not in the "Not Ready" status (LoginTime - NotReadyTime) | |
| PerChatReadyTime | Percentage of which the agents for Chat are not in the "Not Ready" status (LoginTime - NotReadyTime) | ChatReadyTime / ChatLoginTime |
| ChatAvailTime | Time in seconds which the agents for Chat are without activity in the "Available" status and are waiting for calls | |
| PerChatAvailTime | Percentage of which the agents for Chat are without activity in the "Available" status and are waiting for calls | ChatAvailTime / ChatLoginTime |
| ChatActiveTime | Active time in seconds which agents are busy with Chat tasks (LoginTime - NotReadyTime - AvailTime) | |
| PerChatActiveTime | Percentage of which agents are busy with Chat tasks (LoginTime - NotReadyTime - AvailTime) | ChatActiveTime / ChatLoginTime |
| ChatOccupancy | Percentage of the ready state where agents are busy with Chat tasks | ChatActiveTime / ChatReadyTime |
| ChatHandled | Number of handled Chat tasks (incremented upon completion of wrap-up) | |
| ChatHandleTime | Total handling time of Chat tasks in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) | |
| AvgChatHandleTime | Average handling time of Chat tasks in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) | ChatHandleTime / ChatHandled |
| ChatTalkTime | Time in seconds which Chat tasks are active (call duration without hold time) | |
| AvgChatTalkTime | Average time in seconds which Chat tasks are active (call duration without hold time) | ChatTalkTime / ChatHandled |
| ChatHoldTime | Time in seconds which Chat tasks are on hold (e.g. in the event of interruptions by calls) | |
| ChatWrapupTime | Time in seconds which Chat tasks are in the wrap-up stage (after active Media Routing tasks until agents are available again) | |
| ChatRONA | Number of Chat tasks which were assigned to agents, but not answered within a reasonable time (RONA timeout) (contains RONA and Requery) | |
| ChatTransfer | Number of Chat tasks which were opened by agents and subsequently forwarded | |
| ChatSFinishRate | Percentage of the answered Chat tasks which were not forwarded (self handled) | (ChatHandled - ChatTransfer) / ChatHandled |
| EmailLoginTime | Login time of the agent for Email in seconds | |
| EmailNotReadyTime | Time in seconds which the agents for Email are without activity in the "Not Ready" status | |
| PerEmailNotReadyTime | Percentage of which the agents for Email are without activity in the "Not Ready" status | EmailNotReadyTime / EmailLoginTime |
| EmailReadyTime | Time in seconds which the agents for Email are not in the "Not Ready" status (LoginTime - NotReadyTime) | |
| PerEmailReadyTime | Percentage of which the agents for Email are not in the "Not Ready" status (LoginTime - NotReadyTime) | EmailReadyTime / EmailLoginTime |
| EmailAvailTime | Time in seconds which the agents for Email are without activity in the "Available" status and are waiting for calls | |
| PerEmailAvailTime | Percentage of which the agents for Email are without activity in the "Available" status and are waiting for calls | EmailAvailTime / EmailLoginTime |
| EmailActiveTime | Active time in seconds which agents are busy with Email tasks (LoginTime - NotReadyTime - AvailTime) | |
| PerEmailActiveTime | Percentage of which agents are busy with Email tasks (LoginTime - NotReadyTime - AvailTime) | EmailActiveTime / EmailLoginTime |
| EmailOccupancy | Percentage of the ready state where agents are busy with Email tasks | EmailActiveTime / EmailReadyTime |
| MRHandled | Number of handled Media Routing tasks without Chat (incremented upon completion of wrap-up) | |
| MRHandleTime | Total handling time of Media Routing tasks without Chat in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) | |
| AvgMRHandleTime | Average handling time of Media Routing tasks without Chat in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) | MRHandleTime / MRHandled |
| MRTalkTime | Time in seconds which Media Routing tasks without Chat are active (call duration without hold time) | |
| AvgMRTalkTime | Average time in seconds which Media Routing tasks without Chat are active (call duration without hold time) | MRTalkTime / MRHandled |
| MRHoldTime | Time in seconds which Media Routing tasks without Chat are on hold (e.g. in the event of interruptions by calls) | |
| MRWrapupTime | Time in seconds which Media Routing without Chat tasks are in the wrap-up stage (after active Media Routing tasks until agents are available again) | |
| MRRONA | Number of Media Routing tasks without Chat which were assigned to agents, but not answered within a reasonable time (RONA timeout) (contains RONA and Requery) | |
| MRTransfer | Number of Media Routing without Chat tasks which were opened by agents and subsequently forwarded | |
| MRSFinishRate | Percentage of the answered Email tasks which were not forwarded (self handled) | (MRHandled - MRTransfer) / MRHandled |
| MRPickRequests | Number of Media Routing tasks which were successfully assigned to this agent due to the "pick function" | |
| MRPullRequests | Number of Media Routing tasks which were successfully assigned to this agent due to the "pull function" | |
| MRPickErrors | Number of Media Routing tasks which failed due to the "pick function" and where an error occurred | |
| MRPullErrors | Number of Media Routing tasks which failed due to the "pull function" and where an error occurred |