Activity Assignment by Agent

Report on the volume of activities assigned to and unassigned from each agent. This includes a breakdown of reasons for assignment or unassignment (for example, pulled, auto-pushback, transfers in and out). It can be filtered by activity type (i.e. channel).

There are versions of this report for each of the historical time intervals, which break down the data by agent, activity type & 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 Activity Routing model and includes the following columns.

Agent

The agent that the activity was assigned to or unassigned from.

Activity Type

The activity type being transferred. In general, activity type represents channel (i.e. chat, email, call log, social).

Pushed To User

The number of times that an activity was automatically pushed to an agent from the queue, or routed directly to the agent by the inbound workflow, during the report interval.

Pulled by User

The number of times that an agent pulled or picked an activity from the queue or from another agent during the report interval.

Xfer In

The number of times that activities were transferred to an agent during the report interval.

Pushed Back To Queue

The number of times that an activity was automatically pushed back from an agent to the originating queue during the report interval. For chat activities, this happens when the agent does not respond quickly enough. For other activities, it happens while the agent is logged out.

Workflow Xfer Out

The number of times that activities were automatically transferred away from an agent during the report interval, by the workflow.

Manual Xfer Back

The number of times during the interval that activities were manually transferred from an agent back to the activity’s originating queue. Manual transfers are enacted by the agent.

Manual Xfer To Department

The number of times that activities were manually transferred away from an agent to another department during the report interval. Manual transfers are enacted by an agent.

Manual Xfer To Queue

The number of times that activities were manually transferred away from an agent to a queue during the report interval. Includes transfers from the agent back to the activity's originating queue. Manual transfers are enacted by an agent.

Manual Xfer To User

The number of times that activities were manually transferred between agents during the report interval, counted against the source agent. Manual transfers are enacted by an agent.

Pulled from User

The number of times that an activity was picked from an agent by another agent during the report interval.