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. The report includes:

The Agent Contact Performance widget.
The Agent Performance widget.
Common key performance indicators (KPIs An established metric used to measure agent performance) across all agents, such as Agent Contact Duration, Consult Count, and Conference Count.
The Agent Performance table.

Working with Business Intelligence (BI) reports

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

Go to Reporting > Prebuilt Reports.
Select the report you would like to run from the list.
Complete the report prompt. The available steps and options will vary for each report.
Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

To change report parameters click Re-Prompt .
Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.
When you are finished changing the report parameters, click Run.

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 Widget

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.

Key Performance Indicators

Displays these key performance indicators (KPIs An established metric used to measure agent performance) across all agents:

Agent Contact Duration
Consult Count
Conference Count
Agent Response Count
Focus Count

Agent Performance Table

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

Learn about the columns in the Agent Performance table

Column	Description
Agent Name	The agent's first and last name.
Agent No	The Agent ID number. This is a unique value assigned by the system to identify the agent.
Agent Contact ID	The system-generated unique ID assigned to the agent that ties the agent to the contact. If a single contact is transferred to a different agent or changes the channel type—such as a chat elevating to a voice call—a new agent contact ID will be generated.
Campaign Name	The campaign by which the interaction was categorized.
Channel Name	The channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. through which the contact was handled. If a single contact experiences multiple channels, each new channel interaction will appear as a new row in the report table with a unique agent contact ID.
Skill Name	The ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge through which the contact was handled.
Agent Contact Duration	The amount of time that the agent was interacting with the contact. This includes hold time or conference times, but not the time that the contact spent in prequeue or an IVR.
Handle Time	The duration of time from the agent accepting the interaction to ending the interaction.
Active Time	The amount of time that the agent was actively interacting with the contact. For example, if the agent is configured for omnichannel and is handling four chats, the agent can only have one chat open at a time where the agent is actively typing. One chat will be active at a time and the other three chats will be inactive.
Inactive Time	The amount of time that the interaction spent marked as inactive.
Avg Handle Time	The average duration of time between the agent accepting a contact and ending the interaction.
Avg Active Time	The average amount of time that the agent was actively interacting with a contact.
Avg Inactive Time	The average amount of time that the contact spent in an inactive state.
Focus Count	The total number of active contacts the agent handled at once. For example, the agent may switch between handling various contacts at once, but can only message one at a time.
Defocus Count	The total number of active contacts the agent was not focused on while handling another interaction. This number will always be one less than the Focus Count.
ACW Time	The amount of time that the agent spent performing after contact work State that allows an agent to complete work requirements after finishing an interaction (ACW), such as entering notes or configuring dispositions. ACW time begins after the active interaction ends, but before the agent has fully completed the workflow.
Hold Time	The amount of time that the contact spent on hold.
Conference Count	The count of how many instances in which the agent performed a conference with another agent.
Conference Time	The total amount of time in which the interaction was in a conference. A conference is when multiple parties are actively communicating together.
Consult Count	The total number of times the agent placed a contact on hold and consulted another user. In a consult, the agent temporarily places the contact on hold while communicating with another user.
Consult Time	The total amount of time in which the agent placed the contact on hold and consulted another user.
Avg First Response Time	The average amount of time that passed from the beginning of an interaction to when the agent sent the first message to the contact.
Agent Response Count	The total count of how many responses the agent sent the contact during an interaction.
Agent Contact Disposition Notes	Any notes that the agent entered when dispositioning the contact.