Agent Summary Data Download Report

Required security profile permissions: Data Download View

The Agent Summary data download report (14) shows information about an agent, including how the agent spent time each day in the specified time period and the number of contacts handled per day.

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.

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 seconds the agent spent handling inbound calls.

Ave_ACD

The average amount of time in seconds the agent spent handling each inbound call.

Outbound_Time

The total amount of time in seconds the agent spent handling outbound calls.

Ave_Outbound

The average amount of time in seconds the agent spent handling each outbound call.

Unavailable_Time

The total amount of time in seconds 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 seconds 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 seconds 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.