Agent Work Summary

Report on the amount of time that agents spent logged in and their 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, measure the quantity of activities handled and completed. For email and social, you can also see the
number of outgoing messages (replies and composed) sent.

There are versions of this report for each of the historical time intervals, which break down the data by manager, agent & interval. This report uses an Agent Parameter set. It may be found under the following path: Root > Reports > OmniChannel Reports > {interval}.

The report is based on the Agent Session Summary model and includes the following columns.

Agent

The agent who was logged in.

Manager

The manager of the agent who was logged in.

Login Duration

The amount of time that an agent spent logged in during the report interval.

Chats Serviced

The number of chats serviced during the report interval. A chat is “serviced” when an agent begins 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 - transferred chats may be counted multiple times across agents, queues and/or departments.

Chats Handled

The number of chats completed by the agent or transferred out from the agent during the report 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 the agent but they may be completed automatically in certain circumstances (for example, if the agent was disconnected).

Email Manual Replies

The number of replies sent by an agent during the interval. Auto-replies and 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 were 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 the agent during the interval. An email is typically completed by an agent 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 an agent but may be completed by the workflow. This includes composed emails.

Social Replies

The number of replies which an agent sent but did not follow during the interval. Composed messages are not counted. Social Replies with Follow-up The number of replies which an agent 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 an agent 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 Followup

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 an agent but may be completed by the workflow. This includes composed messages.

CallTracks

The number of CallTrack activities created during the interval.

CallTracks Handled

The number of CallTrack activities completed, assigned to system or manually transferred out from the agent during the interval. An activity is typically completed by an agent but may be completed by the workflow.

CallTracks Completed

The number of CallTrack activities completed during the interval. An activity is typically completed by an agent but may be completed by the workflow.

Tasks Created

The number of task activities created during the interval.

Tasks Handled

The number of task activities completed, assigned to system or manually transferred out from the agent during the interval. An activity is typically completed by an agent but may be completed by the workflow.

Tasks Completed

The number of task activities completed during the interval. An activity is typically completed by an agent but may be completed by the workflow.