Agent Snapshot Report

Required security profile permissions: Agent Snapshot View

Report source: Tubes

Report refresh rate: 6 hours

The Agent Snapshot report is designed to bring all of the key metrics concerning an agent’s performance right to your fingertips in an intuitive, easy-to-read, actionable report.

Report sections

Graphs

Graphs provide visual comparisons between the agent and the team average in several key performance metrics that allow the agent to determine how they are performing in relation to the team as a whole.

How I spent my time (avg)

Displays a comparison of the average handle time for the agent versus the average handle time for the agent’s entire team.

Provides a comparison for both inbound and outbound contacts. Allows the person reading the report to see how efficient the agent is at handling contacts vs. the team average.

How many contacts I handled

Displays a comparison of the total contacts handled for the agent versus the total contacts handled for the average team member.

Provides a comparison for both inbound and outbound contacts. Allows the person reading the report to determine how many contacts an agent is able to handle versus his/her average team member.

How I spent my non-contact time

Displays a breakdown comparison between an agent and the team average to show how they are spending their time when not handling a contact.

Provides visibility between Available and Unavailable time, with ACW (after call work)After Call (or Contact) Work; state that allows an agent to complete work requirements after finishing an interaction. time broken out into its own view. Allows the person reading the report to determine how their time is dispersed when not handling a contact.

How I spent my time with contacts (avg)

Displays a breakdown comparison between an agent and the team average to show how they are spending their time while handling a contact.

Provides visibility into the various ways in which they are spending time while interacting with contacts. Also provides contact-related after contact work. Allows the person reading the report to see how efficiently agents are handling contacts versus their team and identify areas for additional coaching or training.

Metrics

Metrics display a snapshot of the agent’s performance in a number of key metrics, allowing for a quick glance assessment of the agent.

The key performance metrics included on the Agent Snapshot report include:

• Inbound Handled: Total count of inbound contacts handled by the agent.
• Inbound AHT: Average handle time of all inbound contacts handled by the agent.
• Outbound Handled: Total count of outbound contacts handled by the agent.
• Outbound ATT: Average talk time of all outbound contacts handled by the agent.
• Available Time: Total time that the agent spent in the available stateThe availability status of an agent..
• Unavailable Time: Total time that the agent spent in the unavailable state.
• Refused: Total count of contacts refused by the agent.
• Login Time: Total time that the agent spent logged in to the platform.
• Occupancy: Percentage of time agents spend handling contacts, otherwise known as agent utilization.

Timecard

Timecard lists agent session data, providing a log of the time in which the agent was logged in and available to the platform. This will allow for validation against an agent’s scheduled working time.

The key timecard data points displaying for each agent session include:

• Session ID: Unique ID given to the agent’s login session within the platform.
• Login Date: Date and time that the login session was initiated.
• Logout Date: Date and time that the login session was terminated.
• Duration: Total time of the login session (time between the login and logout for the session).