Agent Productivity

Report on the volume of contacts handled by each agent. This includes the agent’s utilization rate, average handle time, wrap time, hold time, transfer rate and usage of consults.

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

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

Agent

The agent who was logged on/answering contacts/handling contacts.

Logged On Time

The amount of time for which an agent was logged on during the interval.

% Utilization

The proportion of an agent’s logged on time during the interval that was spent online. This includes time spent on contacts (i.e. talk state time, hold state time and wrap state time) and time for which the agent was available to answer a contact. It does not include offline time (For example, breaks, training).

Inbound Handled

The number of inbound contacts which an agent handled during the interval (i.e. the agent completed wrap-up, either after the customer left or after the agent transferred the contact elsewhere). A transferred/consulted contact will be counted multiple times, for the incoming leg and for each transfer or consult leg.

Outbound Handled

The number of outbound contacts which an agent handled during the interval (i.e. the agent completed wrap-up, either after the customer left or after the agent transferred the contact elsewhere). A transferred contact will be counted multiple times, for the outgoing leg and for each transfer leg.

AHT

Average Handle Time. For each contact which an agent handled during the interval, the average amount of time that the agent spent on the contact, including talk time, hold time and wrap time.

Avg Talk Time

For each contact which an agent handled during the interval, the average amount of time that the agent spent with the customer connected and not on hold.

Avg Hold Time (Handled)

For each contact which an agent handled during the interval, and where the agent placed the customer on hold at least once, the average amount of time that the agent spent with the customer connected but placed on hold.

Avg Wrap Time

For each contact which an agent handled during the interval, the average amount of time that the agent spent after the customer had left or been transferred.

% Hold

Of contacts which an agent handled during the interval, the proportion where the agent placed the customer on hold at least once. Each contact will be counted only once even if the customer was placed on hold multiple times.

Avg Hold Count

For each contact which an agent handled during the interval where the agent placed the customer on hold, the average number of times that the agent placed the customer on hold.

Max Hold Time

Out of all contacts which an agent handled during the interval, the longest amount of continuous time for which the agent placed a customer on hold.

% Transfer

Of contacts which an agent handled during the interval, the proportion which the agent transferred out. This includes warm and cold transfers to other agents, queues and external numbers.

% Consulted

Of contacts which an agent handled during the interval, the proportion where the agent initiated at least one consult. This either means that the agent spoke to another agent while the customer was on hold, or both agents were in a conference with the customer. Following the consult, the contact stayed with the original agent.

Avg Consult Time

For each consult initiated by an agent as part of a contact handled during the interval, the average amount of time spent connected to another agent (either the agents were speaking while the customer was on hold, or both agents were in a conference with the customer).