Agent Call Type by Agent

This report measures how efficient agents are on each type of call. How many calls are agents able to handle, and does it take them an appropriate amount of time to handle each call? How much time on a typical call is spent talking, keeping the customer on hold or wrapping the call?

There are versions of this report for each of the historical time intervals (except intra-day), which break down the data by agent, call type & interval. This report uses an Agent parameter set. It may be found in the following path: Root > Reports > Voice Reports for Cisco > {time interval}.

The report is based on the Agent by Call Type model and includes the following columns.

Calls Handled

The number of calls handled by an agent during the report interval where the call dispositions were Abandoned Agent Terminal, Disconnect Drop Handled Primary Route, Blind Transfer, Announced Transfer, and Conferenced.

Average Handle Time

Of all the calls that ended (completed wrap) during the report interval, this is the average handle time, which includes talk time, hold time and wrap time. This only includes calls where the call dispositions were Abandoned Agent Terminal, Disconnect Drop Handled Primary Route, Blind Transfer, Announced Transfer and Conferenced.

Average Hold Time

Of all the calls that ended (completed wrap) during the report interval, this is the average time that the customer spent on hold. This only includes calls where the call dispositions were Abandoned Agent Terminal, Disconnect Drop Handled Primary Route, Blind Transfer, Announced Transfer and Conferenced.

Average Talk Time

Of all the calls that ended (completed wrap) during the report interval, this is the average time that the agent and the customer spent talking. This only includes calls where the call dispositions were Abandoned Agent Terminal, Disconnect Drop Handled Primary Route, Blind Transfer, Announced Transfer and Conferenced.

Average Wrap Time

Of all the calls that ended (completed wrap) during the report interval, this is the average time that the agent spent in wrap. This only includes calls where the call dispositions were Abandoned Agent Terminal, Disconnect Drop Handled Primary Route, Blind Transfer, Announced Transfer and Conferenced.