Digital Agent Contact Performance Report

Required permissions: Report Viewer, Digital Agent Contact Performance

Required Employee Settings: Can View BI Reports

This report displays information for digitalClosed Any channel, contact, or skill associated with Digital Experience. skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge and metrics specific to digital contact handling. It includes metrics for Avg First Response Time, Avg Agent Response Time, Avg Handle Time, Avg Focus Time, Avg Customer Responses, and Avg Agent Responses.

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:

  1. Go to Reporting > Prebuilt Reports.

  2. Select the report you would like to run from the list.

  3. Complete the report prompt. The available steps and options will vary for each report.

  4. 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-PromptFunnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

  1. To change report parameters click Re-Prompt Funnel in front of a piece of paper with the top right corner folded down..

  2. 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.

  3. When you are finished changing the report parameters, click Run.

Data in this Report

The Digital Agent Contact Performance report has multiple columns that present data attributes and metrics. You can right-click any column in the report table to sort the data or left-click to see more information. You can drill down to focus on any of the following data points:

Column Details
Agent Name The name of the agent.
Agent No The Agent ID number. This is a unique value assigned by the system to identify the agent.
Team Name The team to which the agent is assigned.
Campaign Name The campaignClosed A grouping of skills used to run reports. by which the interaction was categorized.
Skill Name The skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge through which the contact was delivered to the agent. This only displays if the agent is in an ACD inbound or outbound stateClosed The availability status of an agent.
Channel Name The channelClosed 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 interaction occurred. If a single contact experiences multiple channels, each new channel interaction appears as a new row in the report table with a unique agent contact ID.
Avg First Response Time The average amount of time between when the agent is assigned to the contact and when they send a message to the customer.
Avg Agent Response Time The average amount of time between when the agent receives a message from the contact and when they send a reply.
Avg Handle Time The average duration of time between the agent accepting a contact and ending the interaction.
Avg Focus Time The average amount of time the agent spent handling an active contact. For example, the agent may switch between handling various contacts at once, but can only message, or focus on, one at a time.
Avg Customer Responses The average number of messages contacts sent in reply to the agent.