Agent Activity Report
Agent Activity Report helps you to keep track of your agents' productivity and see how much time they spend performing various activities.
Generate the reports for whole teams or individual agents to identify your best-performing employees. Analyze the reports to spot the areas for improvement and significantly boost the performance of your contact center!
Report Highlights
The report highlights provide important insights based on your search criteria.
- Total Agents: The total number of agents.
- CPAH: Calls per agent hour (CPAH) calculates the average number of calls handled by agents per hour.
- Total Minutes: The total duration of all calls in minutes.
- Avg Call Duration: The average duration of each call.
Input Field
The following input fields are available to customize your report.
- Click this icon to generate the report.
- Click this icon to export the report in Excel, CSV or PDF format.
- Teams: Search by team.
- Agents: Search by agent.
- X-Axis: Select a value on which the X-axis will be based.
- Y-Axis: Select a value on which the Y-axis will be based.
- Group by: Select how to group your values.
- Date Range: Click on the icon to select the desired date range. Click on 'Apply' to save the date range selected.
Agent Activity Results
- Click on the icon to change the chart view.
- Click on the icon to export the graph in PDF format.
- Agent Call Stats:
- Total Calls: The total number of calls per agent.
- Calls (%): The percent distribution of calls among agents.
- Team Call Stats:
- Total Calls: The total number of calls per team.
- Calls (%): The percent distribution of calls among teams.
- Agent Talk Time Stats:
- Talk Time: The total talk time per agent.
- Calls (%): The percent distribution of talk time among agents.
- Agent Pause Time Stats:
- Talk Time: The total pause time per agent.
- Calls (%): The percent distribution of pause time among agents.
- Agent Dispo Time Stats:
- Talk Time: The total disposition time per agent.
- Calls (%): The percent distribution of disposition time among agents.
- Agent Status Summary:
- Total Calls: The total number of calls per status.
- Calls (%): The percent distribution of calls among statuses.
