Agent Contact Performance Report

Related Products or Features: Business Intelligence (BI) Reports

The Agent Contact Performance report displays key CXone-related metrics for each interaction that your agents handled during the time period you select. This provides in-depth data on agent performance such as the number of calls the agent put on hold or the number of times the agent consulted. You can view overall performance data with the two charts, common KPIs across all agents, or the full agent performance details in the table. The report table displays data for interactions that each agent handled.

Agent Contact Performance Widget

You can select one of four metrics—Agent Contact Duration, Active Time, Handle Time, or Inactive Time—and display accumulated data from all agents as a line graph. The x-axis displays time interval increments, which you can select in the Time Options drop-down. You can also view this data on a per-contact basis in the Agent Performance report table. The table column descriptions are listed below.

Agent Performance - Bar Chart

Displays each individual agent's data as a bar chart. You can select your desired metric to display in the Metric Selector drop-down. Data from these metrics is gathered from each contact that the agent handled. You can also view this data on a per-contact basis in the Agent Performance report table. The table column descriptions are listed below.

Data in this Report

The Agent Contact Performance report has multiple columns that present data attributes and metrics. Right-click any column in the Agent Contact Performance report table to sort the data.