Agent Efficiency by Channel
Report on your efficiency at handling activities. You can see your login duration and your productivity in terms of activities handled in each channel (chat, email, social and CallTrack). For each of these channels, you can also measure your average handle time (AHT) and your throughput (i.e. activities handled per hour of working on each channel). This report also shows the number of cases that you resolved and the average resolution time for these cases.
There is a row for each time interval (half hourly or daily) and a total row for the whole period. The report includes the following columns:
|
Column |
Definition |
|---|---|
|
Login Duration |
The amount of time that you spent logged in during the report interval. |
|
Chats Handled |
The number of chats you completed or that you transferred out during the interval. Chats completed by the system are not counted. |
|
Chat AHT |
For chats handled (i.e. completed by you or transferred out from you) during the interval, the average time that you spent working on each chat. You are considered to be working on a chat while it is in focus in your inbox, whether or not you are physically typing or clicking. This may include time you spent working on the chat during previous intervals. |
|
Chats per Hour (Active Time) |
The number of chats which you can handle in an hour, based on your work rate during this interval. This is determined by the number of chats handled during the interval and the amount of time spent working on chats during the same interval. You are considered to be working on a chat while it is in focus in your inbox, whether or not you are physically typing or clicking. Chats are considered handled when they are completed by you or transferred out from you. |
|
Emails Handled |
The number of emails completed or manually transferred out from you during the interval. An email is typically completed by you but may be completed by the workflow. This includes composed emails. |
|
Email AHT |
For emails handled (i.e. completed or manually transferred out from you) during the interval, the average time that you spent working on each email. You are considered to be working on an email while it is in focus in your inbox, whether or not you are physically typing or clicking. This may include time you spent working on the email during previous intervals. |
|
Emails Handled per Hour |
The number of emails which you can handle in an hour, based on your work rate during this interval. This is determined by the number of emails handled during the interval and the amount of work time during the same interval. Emails are considered handled when they are completed or manually transferred out from you. This includes composed emails. |
|
CallTracks Handled |
The number of CallTrack activities completed, assigned to system or manually transferred out from you during the interval. An activity is typically completed by you but may be completed by the workflow. |
|
CallTrack AHT |
For CallTrack activities handled (i.e. completed, assigned to system or manually transferred out from you) during the interval, the average time that you spent working on each activity. You are considered to be working on an activity while it is in focus in your inbox, whether or not you are physically typing or clicking. This may include time you spent working on the activity during previous intervals. |
|
CallTracks Handled per Hour |
The number of CallTrack activities which you can handle in an hour, based on your work rate during this interval. This is determined by the number of activities handled during the interval and the amount of work time during the same interval. Activities are considered handled when they are completed, assigned to system or manually transferred out from you. |
|
Cases Solved |
The number of cases closed for the final time by you during the interval. This counts cases that have not been reopened since, so the number may decrease if the report is re-run later due to cases being reopened in the meantime. The report only monitors the cases for a period after closure (90 days by default), so cases reopened after this time do not affect the report. |
|
Avg Case Resolution Time |
For all cases solved by you during the interval, the average time that elapsed between each case being created and being closed. |
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