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Stats by Agent

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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 these data by call direction. It also contains information on the number and duration of pauses.


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

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 Calls

The total number of calls, both incoming and outgoing, the agent has made 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 outgoing calls the agent has made within the selected period

Unanswered 

The total number of outgoing calls missed by the customer

Total Talk Time 

The total time the agent spent talking in outgoing calls within the selected timeframe

Avg. Talk Time 

The average time the agent spent talking in outgoing calls within the selected timeframe (Total Talk Time divided by answered calls)

Total Calls  The total number of outgoing calls the agent has made within the selected period
Unanswered   The total number of outgoing calls missed by the customer
Total Talk Time   The total time the agent spent talking in outgoing calls within the selected timeframe
Avg. Talk Time  The average time the agent spent talking in outgoing calls within the selected timeframe (Total Talk Time divided by answered calls)

View Options

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.

Multisorting

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.

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.

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