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 the 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.
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.
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.
Click Search.
The results will be displayed in four tables:
Agent Availability
Call Disposition by Agent
Total Calls by Hour
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 the data by call direction. It also contains information on the number and duration of pauses.
View Options
You can choose which columns in the Agent Availability table will be visible.
By default, you will see all the columns.
To exclude any of them from the view, expand the drop-down list in the upper-right corner of the table and remove checkmarks from the columns you don't need. The view will change immediately.
Multisorting
To sort the results displayed in the Agent Availability table 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.
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 (Personal) | The total duration of the pauses made for personal reasons |
Total Pause Time (Work Related) | The total duration of the pauses made for work-related reasons |
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 Hold Calls | The total number of calls that were put on hold within the selected timeframe. NOTE It doesn't include the number of holds during the call. |
Total Hold Time | The total duration of holds within the selected timeframe |
Avg. Hold Time | The average duration of holds within the selected timeframe |
Total Work Time | The total work time of the agent (Total Talk Time plus Total Ring Time plus Total Pause Time (Work Related)) |
Total Calls | The total number of calls, both incoming and outgoing, the agent has made within the selected date and time range |
Answered | The total number of calls the agent has answered 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 incoming or outgoing calls the agent has made within the selected period |
Answered | The total number of incoming or outgoing answered calls by the agent within the selected date and time range |
Unanswered | The total number of incoming or outgoing calls missed by the customer |
Total Talk Time | The total time the agent spent talking in incoming or outgoing calls within the selected timeframe |
Avg. Talk Time | The average time the agent spent talking in incoming or outgoing calls within the selected timeframe (Total Talk Time divided by answered calls) |
Total Listen | The total number of calls to which the agent listened within the selected period |
Total Listen Time | The total duration of conversations to which the agent listened within the selected period |
Total Whisper | The total number of calls in which the agent participated in the Whisper mode |
Total Whisper Time | The total duration of conversations in which the agent participated in the Whisper mode |
Total Barge | The total number of calls in which the agent participated in the Barge mode |
Total Barge Time | The total duration of conversations in which the agent participated in the Barge mode |
Call Disposition by Agent
This table gives more information about the agents’ performance.
It displays the number of effective and unanswered calls and 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 of 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.