Agent Efficiency by Channel

Report on each agent’s efficiency at handling activities. You can compare the agent’s login duration with their productivity in terms of activities handled in each channel (chat, email, social and CallTrack). For each of these channels, you can also measure the agent’s average handle time (AHT) and their throughput (i.e. activities handled per hour of working on each channel). This report also shows the number of cases resolved by each
agent and the average resolution time for these cases.

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 Handled

The number of chats completed or manually transferred out from the agent during the interval. Chats completed by the system are not counted.

Chat AHT

For chats handled (i.e. completed by the agent or transferred out from the agent) during the interval, the average time that the agent spent working on each chat. An agent is considered to be working on a chat while it is in focus in their inbox, whether or not they are physically typing or clicking. This may include time the agent spent working on the chat during previous intervals.

Chats per Hour (Active Time)

The number of chats which an agent can handle in an hour, based on their 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. An agent is considered to be working on a chat while it is in focus in their inbox, whether or not they are physically typing or clicking. Chats are considered handled when they are completed or transferred out from the agent. This metric will be most accurate for daily or greater intervals.

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.

Email AHT

For emails handled (i.e. completed or manually transferred out from the agent) during the interval, the average time that the agent spent working on each email. An agent is considered to be working on an email while it is in focus in their inbox, whether or not they are physically typing or clicking. This may include time the agent spent working on the email during previous intervals.

Emails Handled per Hour

The number of emails which an agent can handle in an hour, based on their 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 the agent. This includes composed emails. This metric will be most accurate for daily or greater intervals

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.

CallTrack AHT

For CallTrack activities handled (i.e. completed, assigned to system or manually transferred out from the agent) during the interval, the average time that the agent spent working on each activity. An agent is considered to be working on an activity while it is in focus in their inbox, whether or not they are physically typing or clicking. This may include time the agent spent working on the activity during previous intervals.

CallTracks Handled per Hour

The number of CallTrack activities which an agent can handle in an hour, based on their 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 the agent. This metric will be most accurate for daily or greater intervals.

Cases Solved

The number of cases closed for the final time by the agent 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 will only monitor cases for a period after closure (90 days by default) so cases reopened after this time will not affect the report.

Average Case Resolution Time

For all cases solved by the agent during the interval, the average time that elapsed between each case being created and being closed.