Reviewing agent reports

Occupancy rate (%) – The time an agent spent working on customer requests to the total time on the line (In service + After service / Ready + Dialing + In service + After service).

Outbound calls – The number of outbound calls performed by an agent via the softphone.

Outbound conversations – The number of actual outbound conversations that lasted more than 5 sec.

Total logged-in time – Agent's total login time. This value includes time in all statuses, except Offline.

Statuses – Agent's system (Online, Ready, Dialing, In service, After service, DND, Banned) and custom statuses. For details on agent statuses, go here.

Handled calls – The total number of calls handled by an agent. The metric only includes calls processed in queues.

Avg. handle time – Average time an agent spends processing inbound calls from queues. The metric is calculated as the amount of time spent in the In service + After service statuses.

Closure success – The number of calls an agent labeled with the Closure success wrap-up code (the calls ended successfully). The metric only includes calls processed in campaigns.

% of closed successfully – The calls an agent closed successfully to the total number of processed calls. The metric only includes calls processed in campaigns.

Closure neutral – The number of calls an agent labeled with the Closure neutral wrap-up code (the calls ended with neutral or no output). The metric only includes calls processed in campaigns.

% of closed neutrally – The calls an agent closed neutrally to the total number of processed calls. The metric only includes calls processed in campaigns.

Closure negative – The number of calls an agent labeled with the Closure negative wrap-up code (the calls ended with negative output). The metric only includes calls processed in campaigns.

% of closed negatively – The calls an agent closed negatively to the total number of processed calls. The metric only includes calls processed in campaigns.

Callback – The number of calls an agent labeled with the Callback wrap-up code (a callback is scheduled to a customer at the specified time). The metric only includes calls processed in campaigns.

% of callback – The calls an agent closed and scheduled a callback to the total number of processed calls. The metric only includes calls processed in campaigns.

Add to DNC list – The number of calls an agent labeled with the Add to DNC list wrap-up code (a customer must be added to the DNC list attached to the campaign). The metric only includes calls processed in campaigns.

% of added to DNC list – The calls after which an agent added a customer to a DNC list to the total number of processed calls. The metric only includes calls processed in campaigns.

Answer machine – The number of calls an agent labeled with the Answer machine wrap-up code (the system placed a call to an agent that was answered by an answer machine). The metric only includes calls processed in campaigns.

% of Answer machine – The calls answered by an answer machine to the total number of calls processed by an agent. The metric only includes calls processed in campaigns.

Min. reaction time – Minimum time from the moment a call is assigned to an agent until they answer the phone. The metric only includes handled calls that came from queues.

Max. reaction time – The longest time from the moment a call is assigned to an agent until they answer the phone. The metric only includes handled calls that came from queues.

Avg. reaction time – Average time from the moment a call is assigned to a agent until they answer the phone. The metric only includes handled calls that came from queues.

Min. after service time – Minimum time an agent spends on post-call activities (after service). The metric only includes calls processed in queues.

Max. after service time – The longest time an agent spends on post-call activities (after service). The metric only includes calls processed in queues.

Avg. after service time – Average time the agent spends on post-call activities (after service). The metric only includes calls processed in queues.

Unanswered calls – The number of calls assigned to but not answered by an agent. The metric only includes calls received from queues.

Utilization (%) – The ratio of the productive time to the total payable time of an agent within the specified period. The payable time includes all agent’s unavailability statuses, like Online, DND, Banned, and custom statuses, excluding Offline. This value is calculated as follows: (Ready + Dialing + In service + After service) / (all unavailability statuses - Offline).

Transferred calls (%) – The calls transferred to another agent/queue to the total number of handled calls. The metric only includes calls processed in queues.

Holds – The total number of holds used by an agent while handling calls. The metric only includes calls processed in queues.

Calls on hold (%) – The ratio of calls put on hold at least once to the total number of handled calls. The metric only includes calls processed in queues.

Min. hold time – Minimum time a customer spends on hold before speaking to an agent. The metric only includes calls processed in queues.

Max. hold time – The longest time a customer spends on hold before speaking to an agent. The metric only includes calls processed in queues.

Avg. hold time – The ratio of the total hold time to the total number of calls handled by an agent. The metric only includes calls processed in queues.

Avg. resolution time – Average time it takes the agent to resolve a customer issue. The metric only includes conversations processed in queues.

Assigned chats – The number of conversations assigned to the agent within the selected period. The metric only includes conversations that came from queues.

Closed chats – The total number of conversations closed by the agent within the selected period. The metric only includes conversations processed in queues.

Lost chats – The total number of conversations lost by the agent within the selected period. The metric only includes conversations that came from queues.