Agent Performance Report

https://youtu.be/bf9E4qsFha4

The Agent Performance Report allows you to monitor the agent's performance by analyzing total call timing for outgoing and incoming calls and how many calls he/she missed. If login-based calling is enabled, then users can view how much time they were available and whether they were on break. It will aid the user in determining which agents are performing well and which require training or improvement in their work efficiency.

Note: It gets updated every 2 hours.

To view the agent performance report, click on the Reporting > Agent Performance Report tab on the side navigation.

Agent

It helps you filter out the report based on the selected agent.

Click Agent/Agent Groups present in the top-left corner.
Choose the agents for which you want to see the stats.
Click Search.

The report consists of the following fields:

Field	Description
Agent	Name of the agent.
Intercom ID	Unique intercom ID of the agent.
Group	The name of the group to which the agent has been assigned.
Department	The name of the department to which the agent is assigned.
Login Based Calling	Status of login-based calling, whether or not the agent is enabled for login-based calling.
Incoming Calls Offered	The number of incoming calls received by the agent.
Incoming Calls Answered	The number of incoming calls answered by the agent.
Incoming Calls Missed	The number of calls missed by the agent.
Outgoing Click to Call Attempted	The number of times an agent attempted to make an outgoing call using Click to Call.
Outgoing Click to Call Answered	The number of outgoing calls answered by the receiver via Click to Call by the agent.
Available Duration	The total time the agent was available. (Day:Hour:Minute:Second).
Break Duration	The total time the agent was on break. (Day:Hour:Minute:Second).
Inbound Call Duration	The total time the agent was on the incoming call. (Day:Hour:Minute:Second).
Outbound Call Duration	The total time agent was on the outgoing call. (Day:Hour:Minute:Second).
In-Call Duration	The total time agent was on the incoming and outgoing call. (Day:Hour:Minute:Second).
Average Inbound Call Handling Duration	Average time to handle incoming call. (Day:Hour:Minute:Second). Formula=Total time taken to handle incoming calls/Total number of incoming calls.
Average Outbound Call Handling Duration	Average time to handle outgoing calls. (Day:Hour:Minute:Second). Formula= Total Answered C2C Call Handling Time/Total Number of outgoing calls.
Average Call Handling Duration	Average time to handle call except incoming and outgoing call. (Day:Hour:Minute:Second). Formula=Total time taken to handle incoming and outgoing calls/(Total number of incoming and outgoing calls).
Average Incoming Calls/Day	Average number of incoming calls per day. Formula=Total number of incoming calls/Number of days.
Average C2C Calls/Day - Outgoing Answered	Average number of C2C answered calls per day. Formula= Total number of C2C answered calls per day/Total number of days.
Average Calls/Day	Average number of incoming and outgoing calls per day. Formula=Total number of incoming and outgoing calls per day/Total Number of days.