Agent Summary Report

Report source: DW (Data Warehouse)

Report refresh rate: 10 seconds

The Agent Summary Report uses several statistics to show agent performance and utilization.

This report assigns each agent a "working rate" as a percentage out of 100. This can be used to determine if an agent is fulfilling their duties, and make adjustments to ensure success.

Data in this Report

The Agent Summary report has multiple columns that present data attributes and metrics. The table below provides a description for each column.

Column Description
Agent Name (ID) Agent name and unique ID.
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 stateClosed The availability status of an agent.
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, also known as agent utilization.