Agent Productivity

This report provides insight into individual agents’ productivity. How many calls are agents able to handle, and does it take them an appropriate amount of time to handle each call? How much of their time does each agent spend 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, and how much of this is productive?

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 Productiveness model and includes the following columns.

Handled In

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

Avg Handle Time

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 Time (Productive)

The time that an agent spent in the Not Ready state during the report interval, for a reason code considered to be Productive.

% Not Ready Time (Productive)

The time that an agent spent in the Not Ready state during the report interval, for a reason code considered to be Productive. This is expressed as a percentage of the agents’ logged on time during the report interval.

Not Ready Time (Non-Productive)

The time that an agent spent in the Not Ready state during the report interval, for a reason code considered to be Non-Productive.

% Not Ready Time (Non-Productive)

The time that an agent spent in the Not Ready state during the report interval, for a reason code considered to be Non-Productive. This is expressed as a percentage of the agents’ logged on time during the report interval.

% 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.

Transferred Out (Per Agent)

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

Talk Ratio (Per Agent)

The time that an agent spent during the report interval, expressed as a percentage of the agents’ logged on time during the report interval. This includes talk time, hold time and wrap time.

% Occupancy (Per Agent)

The time that an agent spent 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.

% Utilization

The time that an agent spent productively utilized 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 with a Productive reason code, talk time, hold time and wrap time.