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Agents Performance Report

The Agent Performance report allows a shift manager to understand user performance in a selected timeframe. 

The report collects data on agents’ performance from all across the system and presents it in one place, providing the most detailed insight into the agent’s work. It demonstrates total and average figures on the duration of the agent’s calls in each mode, time spent on filling the feedback page, the number of calls made, the number of leads processed, and the time the agent was logged in to Dialer and clocked in to the predictive call mode. 

It also offers a possibility to view the results for one agent or multiple agents selected based on the groups and skill groups they belong to, or tags assigned to them. 

To run the report:

  1. On the Dialer home page, click Reports and select Agents Performance.

  2. Set the necessary parameters under Search Params to filter the report output.

    1. In the Period field, specify the date and time range for the report. On the Dates tab, select the starting and ending date and time. Alternatively, on the Bookmarks tab, select one of the specified ranges from the dropdown list.
      Filling out this field is mandatory.

    2. In the Users field, select one or more agents. If you don’t specify any agent, the report will extract data for all users.

    3. In the User Tags, Groups, and Skill Groups fields, select a group of users to show in the report output (optional).

  3. Optionally, under Columns, click the names of the columns you want to exclude from the report output. The relevant check boxes will be cleared.

  4. Click Submit to see the results on the screen, or Export CSV to download the report and open it in a spreadsheet program.

The table below gives explanations of the report fields.

Field

Description

User ID

The ID of the user in the Dialer system

Username

The name of the user

Log-In Duration

The total time the agent was logged in to the system

Clock-In Duration

The total time the agent was clocked in to the predictive mode and was actually making calls

Clock-Out Duration

The total time the agent was logged in but not clocked in to the predictive mode 

Clock-In Count

The number of times the agent clicked the Clock In button. To see details on the clocked-in and clock-out time, click-out reasons, and duration, click the number in the field. 

 

Predictive Call Duration

The total duration of calls the agent received in the predictive mode 

Progressive Call Duration

The total duration of calls the agent received in the progressive mode (redials/callbacks)  

Incoming Call Duration

The total duration of calls the agent received in incoming calls

Manual Call Duration

The total duration of manual calls the agent made

Total Feedback Time

The total time the agent has spent on the feedback page in the Predictive Dialing mode.

Average Feedback Time

The average time the agent spent on the feedback page after each call (the total feedback time divided by the number of calls)

Total Call Duration

The total duration of calls

Average Call Duration

The average call duration (the total conversation time divided by the number of calls)

Total Waiting Time

The total time the agent waited between calls

Calls Number

The total number of successful calls. Click the value to browse to the Call Record List report and listen to the needed calls

Leads Number 

The number of leads the agent has called (some leads can be called more than once)

Average Idle Time

The average duration of the agent’s waiting between calls (the total waiting time divided by the total number of calls)

Report Templates

You can save the report view, including the filters and visible columns, as a template for future use. 

To save the template, after setting filters and visible columns as needed, do the following:

  1. Enter the name for the new template.

  2. If you want the template to be available for other users, select the Public check box.

  3. Click Create.

To use the saved template, click Select Template, choose the necessary template, and click Apply.

TIP
If the report you are going to save as a template has a set timeframe, save it without a timeframe to be able to add a new one each time. Otherwise, add a bookmark of the desired period.

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