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Agent Metrics Daily Report

Generating the Agent Metrics Daily Report

The Agent Metrics Daily Report is a daily summary of agent performance metrics, by channel.

Steps to generate the Agent Metrics Daily Report:

  1. On the Reports tab, click New Report.
  2. In the list of reports, choose the Agent Metrics Daily Report.
  3. Enter the Report Name and Report Description.
  4. Select a Time Period.
  5. Select Data Filters.
  6. Select Report Generation and choose from the following options:
    • Schedule
      • Run On Demand
      • Schedule
    • Select Format
      • PDF
      • CSV
    • Send To (single email address or a mailing list)
  7. Click Create.

  8. The Agent Metrics Daily Report is generated. Agent Metrics Daily Report Created

  9. Click the Run icon next to the instance of the report. Run Agent Metrics Daily Report

While generating reports you have two options, Run On Demand and Schedule.

Run On Demand: While creating a new report or editing an existing report, the schedule of the report can be set to run on demand.

Schedule: While creating a new report or editing an existing report, the schedule of the report can be changed. The use of the schedule is the standard way to generate a report. If the report is scheduled for later then it will automatically be generated on the scheduled day and time without the need to click Run.

  1. First, the report object is configured (as PDF) and then the report output is generated as PDF. Click the PDF/Page icon to download the report. Agent Metrics Dailt Report PDF

    Note

    The red dot beside the report indicates that it was generated within the last 24 hours. You can download, save, and view the report in PDF format.

The Agent Metrics Daily Report is generated and is available for download. Agent Metrics Daily Report Output

About Report Fields

FIELD DESCRIPTION EXAMPLE WEEKLY SUMMARY MONTHLY SUMMARY
Date Date (12:00 am-11:59 pm) – figures grouped by Date and Channel. “2023-01-25” Not Applicable (NA) Not Applicable (NA)
Channel Name of the Channel. Channel name (in words) NA NA
Sessions Number of sessions the Agent was involved in – number of conversations accepted. NNN (84) NA NA
Total ACW The amount of time the Agent spent in After Call Work (ACW). NNN:NN:NN (“323:21:23”) NA NA
Average ACW Total ACW / Sessions. NNN:NN:NN (“323:21:23”) SUM SUM
Holds The number of times the Agent placed conversations on hold. NNN (63) AVG SUM
Total Hold Total Amount of time the Agent placed conversations on hold. NNN:NN:NN (“323:21:23”) SUM SUM
Average Hold Total Hold / Sessions. NNN:NN:NN (“323:21:23”) SUM SUM
Total Handle The sum of all Handle times for each conversation by the Agent. NNN:NN:NN (“323:21:23”) SUM SUM
Average Handle Total Handle / Sessions. NNN:NN:NN (“323:21:23”) AVG AVG
Transfers The number of transferred conversations from the Agent. NNN (39) SUM SUM
Transfer % (Transfers / Sessions) * 100. NN % (38%) AVG AVG
Average CSAT The sum of all CSAT values (1–5) / Number of Sessions with scores. N:NN (4.32) AVG AVG