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:
Select Stats by Agent in the main menu.
In the Search Filter section, set any necessary filters.
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.
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.
The results will be displayed in three tables below.
To save or print the contents of any table, click in its top-right corner and select the necessary option.
1. Agent Availability
This table shows the total and average figures per agent regarding call duration and number and splits these data by call direction. It also contains information on the number and duration of pauses.
For convenience, you can change the table view by excluding certain data sets.
To exclude the number and duration of sessions and pauses from the view, toggle the View Session/Pause data button.
If you don’t need data to be split by incoming and outgoing calls, toggle the View Incoming/Outgoing data button.
Then click Save Options.
To sort the displayed results 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.
2. 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.
3. 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.