Agent Performance Summary

The Agent Performance Summary report is, as stated in the name, a Summary report. This means that each agent selected will be displayed on their own individual line next to their specific statistics for the given report.

This report provides the ability to see agent summary performance based upon a specific group by using both Agent and Group filters for displaying an agent's performance within the group(s). Additionally, this report focuses on inbound calls.

It's important to know that if you have the Realtime module, the "Total Duration" column will allow you to see the agent duration regarding Do Not Disturb, Group/Extension login, etc. Each selected feature will be represented in its own column. If the Realtime module is not present, this column will be left blank.

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Column Descriptions


Agent

  • Displays the names of the selected agents in alphabetical order.

Total Calls

  • Total number of inbound phone calls this agent participated on (both group and non-group).

Call Count

  • This column will be subdivided by the groups selected prior to run and show the number of inbound calls the agent participated within each group.

Total Group Calls

  • The total number of inbound calls the agent participated on within all of the selected groups.

Total Talking Duration

  • The total duration of talking events for the agent on all inbound calls.

Avg Talking Duration

    • The average duration of talking events for the agent on all inbound calls.

Total Group Talking Duration

  • The total duration of talking events for the agent on all inbound calls to the selected groups.

Avg Group Talking Duration

  • The average duration of talking events for the agent on all inbound calls to the selected groups.

Percent of Calls Answered

  • This shows the percentage of the given agent's presented calls that include at least one talking event with the agent, meaning they were answered by the agent. Remember, a call that rang at multiple agents' phones before being answered will count as answered for the agent who actually picked up the phone, but missed for the other agents.

Percent of Group Calls Answered

  • Shows the percentage of the calls answered by the given agent for the selected groups.

Percent of Calls Missed

  • Shows the percentage of the given agent's presented calls where the agent was involved in one or more ringing events, but no talking events, meaning they missed the call.

Percent of Group Calls Missed

  • Shows the total number of inbound calls to the selected groups where the given agent was involved in at least one ringing event, but no talking events, meaning they missed the call.

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Missed Calls

Learn more about Missed Calls here: Abandoned Calls vs. Missed Calls


Total Ext Login Duration

  • The total time the agent spent logged into their extension.

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Realtime License Required

This report will only work for Realtime agents that are licensed with an Agent Realtime seat.


Total DND Duration

  • The total time the agent spent on Do Not Disturb.

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Realtime License Required

This report will only work for Realtime agents that are licensed with an Agent Realtime seat.