Agent Work Summary
Report on the amount of time that you spent logged in and your productivity during that time. This includes productivity metrics for each of the activity types – chat, email, social, CallTrack and task. For each of these channels, you can see the quantity of activities that you handled and completed. For email and social, you can also see the number of outgoing messages (replies and composed) that you sent.
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 Serviced |
The number of chats you serviced during the report interval. A chat is “serviced” when you begin to work on it, providing the customer has not abandoned. Includes chats routed directly from the entry point as well as chats transferred from elsewhere. |
|
Chats Handled |
The number of chats you completed or that you transferred out during the interval. Chats completed by the system are not counted. |
|
Chats Completed |
The number of chats completed during the report interval. Chats are, typically, completed by you but they may be completed automatically in certain circumstances (for example, if you were disconnected). |
|
Email Manual Replies |
The number of replies sent by you during the interval. Composed emails are not counted. If subsequent replies are sent for the same email (using the Send rather than the Send & Complete button), then each reply is counted during the interval in which it is sent. |
|
Email Compose Sent |
The number of composed outbound emails (i.e. not direct replies to inbound emails) which you sent during the interval. If subsequent emails are sent from the same activity (using the Send rather than the Send & Complete button), then each email is counted during the interval in which it is sent. |
|
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. |
|
Emails Completed |
The number of emails completed during the interval. An email is typically completed by you but may be completed by the workflow. This includes composed emails. |
|
Social Replies |
The number of replies which you sent but did not follow during the interval. Composed messages are not counted. |
|
Social Replies with Follow-up |
The number of replies which you sent and followed during the interval. Composed messages are not counted. |
|
Social Compose Sent |
The number of composed outbound messages (i.e. not direct replies to inbound activities) which you sent, but did not follow, during the interval. If subsequent messages are sent from the same social activity (using the Send rather than the Send & Complete button), then each message is counted during the interval in which it is sent. |
|
Social Compose Sent with Follow-up |
The number of composed outbound messages (i.e. not direct replies to inbound activities) which an agent sent and followed during the interval. If subsequent messages are sent from the same social activity (using the Send rather than the Send & Complete button), then each message is counted during the interval in which it is sent. |
|
Social Completed |
The number of social activities completed during the interval. An activity is typically completed by you but may be completed by the workflow. This includes composed messages. |
|
CallTracks |
The number of CallTrack activities you created during the interval. |
|
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. |
|
CallTracks Completed |
The number of CallTrack activities completed during the interval. An activity is typically completed by you but may be completed by the workflow. |
|
Tasks Created |
The number of task activities you created during the interval. |
|
Tasks Handled |
The number of task 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. |
|
Tasks Completed |
The number of task activities completed during the interval. An activity is typically completed by you but may be completed by the workflow. |
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