Agent Summary Report
Required permissions: Data Download
The Agent Summary data download report 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
You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.
Field | Details |
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Date Range |
The default date and time range is from 12:00 AM to 11:59 PM today. When you click the arrows to the left or right of the date range, the range moves up or back 24 hours. When you click the in the date range, you can select one of these options:
|
Start/End Time |
If you selected Specific Date or Date Range for Date Range, you can use the Start/End Time field to specify the time range you want the data to cover. When you click inside the start or end text box, a drop-down lists times from 12:00 AM to 11:45 PM that you can select. You can also enter a specific time. |
Export Format |
You can use the Export Format drop-down to select the format you want the report to be in when you download it. You can select one of these options:
|
Include Field Names | Select this checkbox if you want the first row of the report to be field names. |
Append date to file name (YYYYMMDD) | Select this checkbox if you want the current date to appear at the end of the report file name. The format is year, month, then day. |
Columns
Agent_No |
The unique, system-generated ID of the agent. |
Agent_Name |
The first and last name of the agent as displayed in the agent's NICE CXone user profile. |
Team_No |
The unique, system-generated ID of the team the agent belongs to. |
Inbound_Contacts |
The total number of inbound contacts the |
Outbound_Contacts |
The total number of outbound contacts the |
ACD_Time |
The total amount of time in |
Ave_ACD |
The average amount of time in |
Outbound_Time |
The total amount of time in |
Ave_Outbound |
The average amount of time in |
Unavailable_Time |
The total amount of time in |
Available_Time |
The total amount of time |
Total_Time |
The total amount of time in |
Refused_Contacts |
The total number of preview contacts the |
Held_Party_Abandon |
The total number of contacts the |
InContact_Percent |
The percent of total time the |
ACD_Outbound_Avail_Percent |
The percent of total time logged that the |