Supervisor Snapshot Report

Required security profile permissions: Supervisor Snapshot View

Report source: Tubes

Report refresh rate: 6 hours

Unlike the Agent Snapshot, the Supervisor Snapshot presents data at the team level, allowing the report user to return data for each agent belonging to the team.

Report Sections

Graphs

Graphs provide visual comparisons between the team and the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx averages in several key performance metrics that allow the agent to determine how they are performing in relation to the team as a whole.

How My Team Spent Time (avg)

Displays a comparison of the average handle time for the team versus the average handle time for the entire business unit.

Provides a comparison for both inbound and outbound contacts. Allows the person reading the report to quickly determine how efficient the team is at handling contacts versus the average of the entire business unit.

How Many Contacts My Team Handled

Displays a comparison of the total contacts handled for the team versus the total contacts handled for the average team across the business unit.

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

How My Team Spent My Non-Contact Time

Displays a breakdown comparison between a team and the business unit 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 the teams’ time is dispersed when not handling a contact.

How I Spent My Time With Contacts (avg)

Displays a breakdown comparison between a team and the business unit 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 teams are handling contacts versus the business unit 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.

• Agent: Name of agent associated with the performance metrics.
• 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/handle time of all outbound contacts handled by the agent.
• Available Time: Total time that the agent spent in the available state.
• 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:

• Agent Name: Name of agent associated with the session.
• 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).