Contact Center Agent Performance Summary

The Contact Center Agent Performance Summary report is, as stated in the name, a Summary report. This means that each Contact Center 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 Contact Center skill (group) by using both Agent and Group (contact center skill) filters for displaying an agent's performance within the skill(s) (groups). Additionally, this report focuses on inbound calls to the selected skills.

Note: This is a Contact Center report which requires that you have the Contact Center Voice licenses assigned to the selected agents.

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Column Descriptions


Agent

This column shows the names of the selected contact center agents in alphabetical order.


Total Calls

This column shows the total number of inbound phone calls this agent participated on (both skill calls and non skill calls).


Call Count

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


Total Group Calls

This column shows the total number of inbound calls the agent participated in within all of the selected skills.


Total Talking Duration

This column shows the total duration of all talking events for the agent on all inbound calls.


Avg Talking Duration

This column shows the average duration of talking events for the agent on all inbound calls.


Total Group Talking Duration

This column shows the total duration of talking events for the agent on all inbound calls to the selected groups.


Avg Group Talking Duration

This column shows the average duration of talking events for the agent on all inbound calls to the selected groups.


Percent of Calls Answered

This column 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

This column shows the percentage of the calls answered by the given agent for the selected skills.


Percent of Calls Missed

This column 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

This column shows the total number of inbound calls to the selected skills where the given agent was involved in at least one ringing event, but no talking events, meaning they missed the call for that skill.


Total Ext Login Duration

This column show the total time the agent spent logged into their extension.

Note: This column will only display a total if the selected agents have been assigned a Contact Center Voice license. Otherwise, this column will display no data.


Total DND Duration

This column shows the total time that the selected agent spent in a state of Do Not Disturb. This would be in instances where an agent places themselves in a state of DND through their phone.


Total CC DND

This column shows the total time that the selected agent(s) spent in a state of contact center Do Not Disturb, also known as "Not Ready".

CC DND or "Not Ready" is activated within the Contact Center Agent Client.


Total CC After Call Work

This column shows the total amount of time that the selected agent(s) spent in a state of After Call Work, or ACW.

Upon finishing a call, a Contact Center Voice agent will be placed into a state known as ACW or After Call Work. This allows the agent to finish any necessary work for their last call before they are sent a new call. The ACW is a screen pop that will appear on the agent's screen and will display a countdown until the ACW state is automatically turned off making the agent available to receive calls. The ACW screen pop can be configured for a default amount of time (typically 30 seconds). If the default amount is insufficient, the agent can "snooze" the ACW, which means that it will provide them additional time to finish up the call work.


Total CC Missed Call Wrap-up

This column shows the total amount of time that the selected agent(s) spent in a state of Missed Call Work, or MCW.

MCW (Missed Call Work) is the state that your agent will be put in when they are presented a call within a skill and do not answer.