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Shift Performance Report

This report gives an overview of agents’ performance during the selected timeframe (preferably after the shift ends). It includes a summary of calls displayed per agent, call totals for the whole period, and call totals grouped by status. 

To run the report: 

  1. Expand the Reports tab and click Shift 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, choose one of the specified ranges in the dropdown list.
      Filling out this field is mandatory.

    2. In the Campaigns, Users, Groups, Clocked Out Reasons, Skill Groups, and User Tags fields, select one or more values to filter the report output.
      If you don’t apply any filters, the system will provide all the available output for the time range selected.

  3. Click Generate to see the results on the screen, or Download CSV to download the report and open it in a spreadsheet program.

The output consists of three parts.

1. User Summaries

Here you can see the breakdown of the calls per agent during the selected timeframe. 

Column

Description

Calls (total)

The total number of calls made by the agent

Duration

The total duration of the calls

ACD

The average call duration for the agent

Total FT

The total amount of the time the agent spent on the Feedback page

Avg FT

The average time the agent spent on the Feedback page

Statuses (General Meeting, VoiceMail, etc.)

The columns show the number of times the agent specified each status.

2. Calls Summary

This part of the report presents an overview of the whole selected period in terms of calls.


Column

Description

Calls (total)

The total number of calls made within the specified timeframe

New in 2020/10/11 release 
Answered Calls
All calls answered by leads, including calls not bridged to agents (AMD detect machine, leads reject the call, etc.)
New in 2020/10/11 release 
Answered ACD
Average Call Duration for answered calls
New in 2020/10/11 release  
Answered ASR
Answer Seizure Ratio for answered calls

Success Calls

The total number of successful (bridged to agents) calls 

New in 2020/10/11 release 
Success ACD
Average Call Duration for success calls
New in 2020/10/11 release  
Success ASR
Answer Seizure Ratio for success calls

Duration

The total duration of all the calls (after the answer)

Drop Rate

The percentage of calls dropped by the selected agents due to no available agent to receive a call, as a proportion to success calls

3. Statuses Summary

The section provides a summary of all statuses specified by all included agents during the timeframe. 

It has the following columns: 

  • Status - includes all the statuses assigned to calls during the shift.
  • Number - shows the number of calls with the respective statuses during the shift.
  • Total FT - displays the total time spent on feedback for each status during the shift.
  • Avg FT - shows the average time spent on feedback for each status during the shift.

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