Required security profile permissions: Agent Summary Report View
Report source: DW
Report refresh rate: 10 seconds
The Agent Summary Report uses several statistics to show agent performance and utilization.
All of the data in this report provides management with a "working rate" (percentage out of 100) that can be used to determine if an agent is fulfilling their duties, and make adjustments to ensure success.
Columns
| Column | Description |
|---|---|
| Agent Name (ID) | The contact center agent's name and ID. This is a unique value identifying the agent. |
| Handled (Inbound) | Total count of inbound contacts handled by the agent. |
| Avg Talk Time (Inbound) | Average talk time of all inbound contacts handled by the agent. |
| Handled (Outbound) | Total count of outbound contacts handled by the agent. |
| Avg Talk Time (Outbound) | Average talk time of all outbound contacts handled by the agent. |
| Available Time | Total time that the agent spent in the available state. |
| Total 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. |
| Working Rate | Total time the agent was logged in and available or actively handling contacts |
| Occupancy | Percentage of time agents spend handling contacts, otherwise known as agent utilization. |
