The Agents' 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 into 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 their desks.
Creating Reports
To run the report:
On the Dialer home page, click Reports and select Agents Performance.
Set the necessary parameters under Search Params to filter the report output.
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.In the Users field, select one or more agents. If you don’t specify any agent, the report will extract data for all users.
In the User Desks, Groups, and Skill Groups fields, select a group of users to show in the report output (optional).
Optionally, under Columns, click the names of the columns you want to exclude from the report output. The relevant checkboxes will be cleared.
Click Submit to see the results on the screen. If you need it as a file, click Export CSV or Export Excel to add a file creation task. Upon completion, you will be able to download the report from Reports>Task Logs.
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 into the system |
Predictive Clock-In Duration | The total time the agent was clocked into the predictive mode and was actually making calls |
Continued Activity | The total time the agent spent on calls and feedback after clocking out |
Predictive Clock-Out Duration | The total time the agent was logged in but not clocked into the predictive mode |
Predictive 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.  |
States Count | The total number of user states |
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 |
Internal Call Duration | The total number of the agent's internal calls |
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 |
Processing Time | The total time spent on system processing (included in waiting time) |
Calls Number | The total number of successful calls. Click the value to browse the Call Records 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) |
Total Bill Duration | The total duration of billed calls |
Saving 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:
Scroll up to Templates located in the top section of the page
Enter the name of the new template.
If you want the template to be available for other users, select the Public check box.
Click Create.
To use a saved template, click Select Template, choose the necessary template, and click Apply.
TIP
If the report you plan to save as a template has a specific timeframe, save it without one so you can add a new timeframe each time. Alternatively, include a bookmark for the preferred period if needed.