Agent Performance

This report measures how effectively agents handle inbound calls. How many calls are agents able to handle, and does it take them an appropriate amount of time to handle each call? Has an agent failed to answer a call in time, and have any customers abandoned the call while waiting? How often do agents need to put the customer on hold, and have any customers abandoned the call as a result? How often do agents need to transfer the call?

How long has each agent spent logged in and working? How are agents spending their time – talking, keeping the customer on hold or wrapping the call? How much of an agent’s time is spent available for calls without actually being on a call? How much of their time is spent not ready?

There are versions of this report for each of the historical time intervals (except intra-day), which break down the data by agent, team & interval. This report uses an Agent Team 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 Skillgroup Times model and includes the following columns.

Logged On Time (Per Agent)

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

Handled In

The number of inbound ACD calls handled by an agent which ended (completed wrap) during the report interval.

AHT In

Of the inbound ACD calls handled by an agent which ended (completed wrap) during the report interval, this is the average handle time.

% Available (Per Agent)

The time that an agent spent in the Available (Ready) state during the report interval, expressed as a percentage of the agents’ logged on time during the report interval.

% Not Ready (Per Agent)

The time that an agent spent in the Not Ready state during the report interval, expressed as a percentage of the agents’ logged on time during the report interval.

% Occupancy (Per Agent)

The time that an agent spent on occupied during the report interval, expressed as a percentage of the agents’ logged on time during the report interval. This includes time spent in the Not Ready state, talk time, hold time and wrap time.

% Talk (Per Agent)

The time that an agent spent talking on calls during the report interval, expressed as a percentage of the agents’ logged on time during the report interval. This includes inbound and outbound calls.

% Hold (Per Agent)

The time that an agent spent with all calls on hold during the report interval, expressed as a percentage of the agents’ logged on time during the report interval.

% Wrap (Per Agent)

The time that an agent spent with a call in a Wrap state (Work Ready or Work Not Ready) during the report interval, expressed as a percentage of the agents’ logged on time during the report interval.

% Held Total (Per Agent)

The total number of inbound and outbound ACD calls which ended (completed wrap) during the report interval and that an agent placed on hold at least once. This is expressed as a percentage of the total number of inbound and outbound ACD calls which were handled by the agent and ended (completed wrap) during the report interval.

% Transferred Out

The number of calls transferred by an agent, where the transfer was completed during the report interval.

Abandon Hold

The number of ACD calls which were abandoned during the report interval, while placed on hold.

Abandon Ring

The number of ACD calls which were abandoned during the report interval, while ringing at an agent’s phone.

RONA

Redirected On No Answer – the number of ACD calls that were redirected during the report interval, after they rang at an agent’s phone and the agent failed to answer.

Short

The number of calls answered by an agent during the report interval where the call duration fell short of the Abandoned Call Wait Time.