Agent Productivity

Description

The Agent Productivity Report shows each Agent with their Total Uptime and how much time they spent in Available, Busy, or Unavailable Status.  For all Unavailable time the actual state the user was in is provided as well with the opportunity to view by time or percent of unavailable time.

Preview

Agent_Productivity.png

Filters

Name

Type

Required

Description

Start Date Date Yes The start date of the Agent Status.
End Date Date Yes The end date of the Agent Status.
Report View Single Select No Choose whether to view the Unavailable States by Time or by Percentage.
Agents Multi Select No The name of the Agent selected.
Teams Multi Select No The name of the Team associated with the selected Agents.


Data Dictionary
 

Column Name Data Type Description Example
Name String The name of the Agent involved in the Coaching Session. George Washington
Uptime Duration The total duration of time the Agent spent in the system. 8:00:00
Available Time Duration The total amount of time the Agent spent in the system while available to take a conversation. 2:00:00
Available % of Total Percent The total percent of all Agent Uptime that was spent Available to take a call or conversation. 25.00%
Busy Time Duration The total amount of the the Agent spent in the system on a Conversation or in Wrap-up after the Conversation commenced. 4:00:00
Busy % of Total Percent The total percent of all Agent Uptime that was spent in a Conversation or in Wrap-up mode. 50.00%
Unavailable Time Duration The total amount of time the Agent spent in the system while unavailable to take a conversation. 2:00:00
Unavailable % of Total Percent The total percent of all Agent Uptime that was spent unavailable to take a conversation. 25.00%
Unavailable States Duration or Percent A breakdown of all the reasons for an Agent to be unavailable to take a conversation by either the duration or the percent of total unavailable time. 1:17

 

Frequently Asked Questions

This is a live document and will be populated once we receive questions pertaining to this report.

Related Links

Bug tickets, updates, and other related articles will be posted here.

 

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