Stats by Agent

The Agent Statistics report shows detailed statistics per agent within a selected timeframe. 

It includes total and average figures on the duration of the agent’s calls - altogether and split by call direction; the number of calls - total, effective and unanswered; and the figures and numbers related to pauses that the agent takes.

It offers a possibility to view the results for one agent or multiple agents selected by desks or shifts.

To run the report:

1. Select Stats by Agent in the main menu.
   
2. In the Search Filter section, set any necessary filters.a. In the Time Range field, set the reporting period: use one of the available options, or click Custom Range to select the required date and time range, and then click Apply.
   b.Optionally, select one or more agents, desks, and shifts in the respective fields. If you don’t specify any values, the report will extract data for all agents/desks/shifts. 
3. If needed, save the settings as a template to be able to run the report with the same filters later. You can also schedule the report to run regularly.
4. Click Search.

The results will be displayed in four tables: 

1. Agent Availability
2. Call Disposition by Agent
3. Total Calls by Hour
4. Agent Pauses

To save or print the contents of any table, click the save icon in its top-right corner and select the necessary option.

After saving you are redirected to Tasks‍. Here you can download reports when they are generated.

Agent Availability

This table shows the total and average figures per agent regarding call duration and number and splits the data by call direction. It also contains information on the number and duration of pauses.

View Options

You can choose which columns in the Agent Availability table will be visible. 
By default, you will see all the columns.

To exclude any of them from the view, expand the drop-down list in the upper-right corner of the table and remove checkmarks from the columns you don't need. The view will change immediately.

Multisorting

To sort the results displayed in the Agent Availability table by multiple criteria, use the Multisorting  button.

Click the button and in the window that appears, drag the names of columns you want to use for sorting from Available columns to Selected columns. Then locate them in the needed order and click Apply Sort.

Column	Description
Agent	The agent’s name
Sessions	The total number of logins to the extension the agent has made within the selected date and time range
Total Session Time	The total duration of all the agent’s sessions
Avg. Session Time	The average time the agent was logged in to the extension (Total Session Time divided by Sessions)
Pauses	The total number of pauses the agent has made within the selected timeframe
Pauses per Session	The average number of pauses per session  (Pauses divided by Sessions)
Total Pause Time (Personal)	The total duration of the pauses made for personal reasons
Total Pause Time (Work Related)	The total duration of the pauses made for work-related reasons
Total Pause Time	The total duration of the pauses
Avg. Pause Time	The average pause duration (Total Pause Time divided by Pauses)
Total Idle Time	The total time the agent spent logged in but not talking (Total Session Time minus Total Talk Time)
Total Hold Calls	The total number of calls that were put on hold within the selected timeframe.  NOTE It doesn't include the number of holds during the call.
Total Hold Time	The total duration of holds within the selected timeframe
Avg. Hold Time	The average duration of holds within the selected timeframe
Total Work Time	The total work time of the agent (Total Talk Time plus Total Ring Time plus Total Pause Time (Work Related))
Total Calls	The total number of calls, both incoming and outgoing, the agent has made within the selected date and time range
Answered	The total number of calls the agent has answered within the selected date and time range
Unanswered	The total number of calls missed by the agent
Total Talk Time	The total time the agent spent talking, both in incoming and outgoing calls, within the selected date and time range
Avg. Talk Time	The average time the agent spent talking, both in incoming and outgoing calls, within the selected date and time range (Total Talk Time divided by answered calls)
Effective Calls	The number of calls longer than a predefined duration, at which the call is considered effective (a custom setting)
Cost	The total cost of outgoing calls
Unique Destinations	The number of unique customers the agent called
Total Ringing Time	The total time when the agent waited for the customer’s answer
Total Calls	The total number of incoming calls the agent has made within the selected timeframe
Unanswered	The total number of incoming calls missed by the agent
Total Talk Time	The total time the agent spent talking in incoming calls within the selected date and time range
Avg. Talk Time	The average time the agent spent talking in incoming calls within the selected date and time range (Total Talk Time divided by answered calls)
Total Calls	The total number of incoming or outgoing calls the agent has made within the selected period
Answered	The total number of incoming or outgoing answered calls by the agent within the selected date and time range
Unanswered	The total number of incoming or outgoing calls missed by the customer
Total Talk Time	The total time the agent spent talking in incoming or outgoing calls within the selected timeframe
Avg. Talk Time	The average time the agent spent talking in incoming or outgoing calls within the selected timeframe (Total Talk Time divided by answered calls)
Total Listen	The total number of calls to which the agent listened within the selected period
Total Listen Time	The total duration of conversations to which the agent listened within the selected period
Total Whisper	The total number of calls in which the agent participated in the Whisper mode
Total Whisper Time	The total duration of conversations in which the agent participated in the Whisper mode
Total Barge	The total number of calls in which the agent participated in the Barge mode
Total Barge Time	The total duration of conversations in which the agent participated in the Barge mode

Call Disposition by Agent

This table gives more information about the agents’ performance.

It displays the number of effective and unanswered calls, shows how many calls were completed by each party and transferred to other agents.

Total Calls by Hour

This table is only visible when you filter data by shifts. It shows how many calls agents totally had during each hour in their shift.

Agent Pauses

In this table, you can see details about agents’ pauses. Each column shows a pause type and the number of such pauses taken by each agent. In brackets, the total duration of the pauses is displayed.  

If you click any number, you will see further details: the exact time when each pause started and ended, and its duration.