Agent Summary (in Minutes) Data Download Report

Required security profile permissions: Data Download View

The Agent Summary (in Minutes) data download report (44) displays agents who have been active in the specified time period, displayed by day, including how they spent their time in minutes and how many inbound and outbound contacts they handled. It is similar to the Agent Summary by Day Data Download Report, but the time data is in minutes instead of seconds.

Select Report Option

See Data Download for details about all options available in the Select Report Option section when you run a data download report.

Columns

Agent_No: The unique, system-generated ID of the agent.
Agent_Name: The name of the agent as displayed in the agent's NICE inContact user profile.
Date: The date within the specified time period on which the events in the row occurred. It has a format of MM/DD/YYYY.
Team_No: The unique, system-generated ID of the team to which the agent belongs.
Inbound_Contacts: The total number of inbound contacts the agent handled in the indicated time period.
Outbound_Contacts: The total number of outbound contacts the agent handled in the indicated time period.
ACD_Time: The total amount of time in minutes the agent spent handling inbound calls.
Ave_ACD: The average amount of time in minutes the agent spent handling each inbound call.
Outbound_Time: The total amount of time in minutes the agent spent handling outbound calls.
Ave_Outbound: The average amount of time in minutes the agent spent handling each outbound call.
Unavailable_Time: The total amount of time in minutes the agent spent in an unavailable stateThe availability status of an agent., unable to handle another contact.
Available_Time: The total amount of time in minutes the agent spent in an available stateThe availability status of an agent., waiting to handle another contact.
Total_Time: The total amount of time in minutes the agent spent logged in to the NICE inContact system on the date indicated.
Refused_Contacts: The total number of preview contacts the agent refused on the date indicated.
Held_Party_Abandon: The total number of contacts the agent placed on hold who disconnected before the communication resumed.
Incontact_Percent: The percent of total time logged in the agent spent handling contacts. The value is (ACD_Time + Outbound_Time) / Total_Time.
ACD_Outbound_Avail_Percent: The percent of total time logged in the agent spent handling contacts or in an available stateThe availability status of an agent., waiting to handle another contact. The value is (ACD_Time + Outbound_Time + Available_Time) / Total_Time.