Agent Conversation Productivity and Details

Description

The Agent Conversation Productivity Report shows the amount of Handled Calls that an Agent was on along with the total Conversation and Wrap-Up time associated with each.  The Details version of this report shows a call by call breakdown of the time spent on the call by a particular Agent.

Preview

Summary Visualization

Agent_Conversation_Productivity.png

Summary Data

Agent_Conversation_Productivity_Data.png

 Details Visualization

Agent_Conversation_Productivity_Details.png

Details Data

Agent_Conversation_Productivity_Details_Data.png

Filters

Name

Type

Required

Description

Start Date Date Yes The start date from when the Agent joined the conversation.
End Date Date Yes The end date from when the Agent joined the conversation.
Conversation Type Single Select No Choose to view All Conversations, Calls, or Chats.
Call Direction Single Select No For Calls select to view All Directions, Inbound, or Outbound.
Agents Multi Select No The name of the Agent associated with the conversation.
Teams Multi Select No The name of the Team associated with the selected Agents.
Queue Group (Details Only) Multi Select No The name of the group to which queues belong to.
Brand Multi Select No The name of the brand associated to the call.


Data Dictionary
 

Summary Report

Average Conversation Time / Average Wrapup Time Column Charts

X-Axis: The average amount of conversation or wrapup time that was spent on a conversation.

Y-Axis: The name of the Agent.

Tooltip: Highlighting a bar on the chart will show the average amount of conversation or wrapup time that was spent by each Agent.

Reference Bar: The bolded line shows the overall Team Average of conversation or wrapup time.

 

Column Name Data Type Description Example
Name String The name of the Agent involved with the conversation.  Links to the Agent Conversation Productivity Details report and filters down to the particular Agent. George Washington
Handled Number The total number of conversations that were Outbound Calls or Answered Conversations for this Agent. 10
Dispositioned Number The total number of conversations that were finished by this particular Agent. 8
Total Handle Time Duration The total conversation and wrapup time that was spent by this Agent. 10:00
Average Handle Time Duration The average conversation and wrapup time that was spent by this Agent. 1:00
Total Conversation Time Duration The total amount of time that the Agent spent on a call or in a chat. 5:00
Average Conversation Time Duration The average amount of time that the Agent spent on a call or in a chat. 30 sec.
Total Wrapup Time Duration The total amount of time that the Agent spent after the call or chat has ended to finish up the conversation session. 5:00
Average Wrapup Time Duration The average amount of time that the Agent spent after the call or chat has ended to finish up the conversation session. 30 sec.

 

Details Report

Conversation and Wrap-Up Duration (By Hour of the Day) Scatter Plot

X-Axis: The hour of the day.

Y-Axis: The total duration of a particular call or chat.

Color: Determines whether the Agent was in a Conversation or in Wrap-Up Mode.

Tooltip: Highlighting a dot on the Scatter Chart will show you each particular instance of a conversation or wrap-up time along with the start date, the call or chat ID, and the duration that the particular phase took.

 

Column Name Data Type Description Example
Agent ID Number The ID of the Agent involved with the conversation. 10
Agent Name String The name of the Agent involved with the conversation. George Washington
Call ID Number The Call ID of the Conversation.  Links to the actual Call. 54321
Chat ID Number The Chat ID of the Conversation.  Links to the actual Chat. 12345
Dispositioned Number 1 or 0 that indicates whether or not this particular Agent was the one to disposition the call. 1
Conversation Time Duration The total amount of time that the Agent spent on the call or the chat. 3:30
Wrap Time Duration The total amount of time that the Agent spent after the call or chat has ended to finish up the conversation session. 30 sec.
Handle Time Duration The total amount of Conversation and Wrap-Up time that was spent on this particular conversation. 4:00

 

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.

 

Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.
Powered by Zendesk