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Agent Performance Report

Agent Performance Report

  1. Date Selection
  • Click on the date selection tool, as shown in the screenshot above.
  • The date selection tool allows users to define the time range for the dashboard data. Users can select predefined ranges (e.g., Last 7 Days, Last Month) or choose a custom time frame by specifying start and end dates/times. However, the filter allows selection of a maximum of 30 days in one go to ensure optimal performance and data accuracy.
  • Click on the Hourly Time Period option to retrieve the agent performance report on an hourly basis.
  • The report consists of the following fields:
FieldDescription
AgentThe name of the agent.
Intercom IDUnique intercom ID of the agent.
GroupThe name of the Agent group to which the agent belongs.
DepartmentThe name of the department to which the agent is assigned.
Login Based CallingIndicates whether login-based calling is enabled for the agent.
Average Calls/DayThe average number of incoming and outgoing calls per day. Formula: Total number of incoming and outgoing calls per day / Total number of days.
Average C2C Calls/Day - Outbound AnsweredThe average number of answered outbound Click-to-Call (C2C) calls per day. Formula: Total number of C2C answered calls per day / Total number of days.
Average Inbound Calls/DayThe average number of incoming calls per day. Formula: Total number of incoming calls / Number of days.
Call Handling RateThe rate (%) at which the agent handles calls.
Total CallsThe total number of calls handled by the agent.
Inbound Calls OfferedThe total number of incoming calls offered to the agent.
Outbound Click to Call AttemptedThe total number of times the agent attempted to make an outgoing call using Click-to-Call.
Calls HandledThe total number of calls the agent has handled, including both inbound and outbound calls.
Inbound Calls AnsweredThe total number of incoming calls answered by the agent.
Incoming Calls MissedThe total number of incoming calls missed by the agent.
Outbound Click to Call AnsweredThe total number of outgoing Click-to-Call calls answered by the receiver.
Available DurationThe total time the agent was available, displayed in Day:Hour:Minute:Second format.
In-Call DurationThe total amount of time the agent spent on both incoming and outgoing calls, displayed in Day:Hour:Minute:Second format.
Break DurationThe total time the agent was on break, displayed in Day:Hour:Minute:Second format.
Inbound In-Call DurationThe total time the agent was on incoming calls, displayed in Day:Hour:Minute:Second format.
Outbound In-Call DurationThe total time the agent was on outgoing calls, displayed in Day:Hour:Minute:Second format.
Average Call Handling DurationThe average time spent handling both incoming and outgoing calls. Formula: Total time spent handling calls / Total number of calls (both inbound and outbound).
Average Incoming Call Handling DurationThe average time spent handling incoming calls. Formula: Total time spent handling incoming calls / Total number of incoming calls.
Average Outbound Call Handling DurationThe average time spent handling outgoing calls. Formula: Total answered C2C call handling time / Total number of outgoing calls.
  • Export Report
FeatureDescription
ExportProvides an option to export the current report data in a file format such as Excel or CSV for external use.

Updated 3 months ago