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Agent Productivity Report
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Agent Productivity Report
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To create report:
Note:
This report is applicable to Amazon Connect, Service Cloud Voice, Twilio Flex, and UJET platforms.
Click the + Create Historical Report icon.
Select Agent Productivity report and click Create.
Select the appropriate Timezone from the dropdown list to generate the report for a specific timezone. The default timezone is set in the browser.
Select the Report View from the dropdown list. Select an option from the following:
Agent - Session wise: View reports based on individual sessions for each agent.
Agent - Day wise: View reports summarized by day for each agent.
Agent wise: View overall reports categorized by each agent.
Select the Period from the dropdown list to view the report for a specific period. The default value is set to Today.
Today
Yesterday
This Week
Last Week
This Month
Last Month
Last N Days - If you select this option, enter the number of days for the report to view.
Custom Date Range - If you select this option, enter the date range period to view report for a defined period.
Note:
The maximum filter range is 90 days to maintain optimal performance and efficiency.
Apply Filter
Go to the Filter section.
On the Agent tab, select the appropriate agent.
On the Condition tab, create the condition, if applicable.
Element
Go to the Elements section.
On the Agent Details tab, select the relevant fields to generate the report. For more information about the fields, see Agent Details.
On the Calls Handled tab, select the relevant fields to generate the report. For more information about the fields, see Calls Handled.
On the Productivity tab, select the relevant fields to generate the report. For more information about the fields, see Productivity.
On the Computed tab, select the relevant fields to generate the report. For more information about the fields, see Computed.
Save and View Report
Click View to display the report.
Click Save. You can also save the report after displaying it.
Enter the Name and Description of the report.
Click Save.
Agent Details
Fields | Description |
|---|---|
Agent Name | It displays the name of the agent. |
Date | It displays the date and time when the agent logged in. |
Calls Handled
Fields | Description |
|---|---|
Outbound Calls | It is the total number of outbound calls handled in the login session. |
Outbound Completed Calls | It is the total number of outbound calls completed in the login session. |
RPC | It is total number of outbound calls having Right Party Connect (RPC) outcome, for the login session. |
Non RPC | It is the total number of outbound calls having Non-Right Party Connect (Non-RPC) outcome for the login session. |
Consult Call | It is the total number of outbound consulted calls during the login session. For consult calls, the Consult Count is incremented only for the consult-receiving agent. |
Conference Call | It is the total number of outbound conference calls during the login session. |
RPC Percentage | RPC percentage is the ratio of outbound calls with a Right Party Connect (RPC) outcome to the total outbound calls made. |
Non-RPC Percentage | Non-RPC percentage is the ratio of outbound calls with a Non-Right Party Connect (Non-RPC) outcome to the total outbound calls made. |
Call Transferred to Agent | It displays the total number of outbound calls transferred during the login session. |
External Make Call | It is the total number of outbound calls made to an external number during the login session. |
Call Transferred to Queue | It is the total number of outbound calls transferred to different queues during the login session. |
Inbound Calls (Blending) | It is the total number of inbound calls handled by a blended agent during the login session. |
Direct Outbound Calls | It is the total number of outbound calls directly received from the dialer in the login session. |
Indirect Outbound Calls | It is the total number of outbound calls transferred or conferenced to the agent in the login session. |
Productivity
Fields | Description |
|---|---|
Login Duration | It displays the duration of the login session in seconds. |
Tethered Duration | It displays the duration, in seconds, that the agent spent on tethered calls. |
Idle Duration | It displays the total time, in seconds, that the agent spent in the Idle state. For tethered calls, the time from being Connected to the next state is counted as idle, and for non-tethered, the time from being Available to the next state is considered as idle. |
Reserved Duration | It displays the total duration, in seconds, that the agent spent in the Reserved state. |
Talk Duration | It displays the total talk time of outbound call in seconds. |
Talk Duration RPC | It displays the total talk time of Right Party Connect (RPC) calls in seconds. |
Average Talk Duration RPC | It is the total RPC talk time divided by the number of RPC calls. |
Average Talk Duration Non-RPC | It is the total talk time of Non-Right Party Connect (Non-RPC) calls divided by the number of Non-RPC calls. |
Handle Duration RPC | It is the total time, in seconds, an agent spends handling Right Party Connect (RPC) calls, including after-call work (ACW). |
Handle Duration Non-RPC | It is the total time, in seconds, an agent spends handling Non-Right Party Connect (Non-RPC) calls, including after-call work (ACW). |
Average Handle Duration RPC | It displays the average call handle duration, in seconds, spent by the agent on outbound customer calls with a Right Party Connect (RPC) outcome. |
Average Handle Duration Non-RPC | It displays the average call handle duration, in seconds, spent by the agent on outbound customer calls with a Non-Right Party Connect (Non-RPC) outcome. |
Average ACW Duration RPC | It displays the average time, in seconds, that an agent spent in the after-call work (ACW) state for calls resulting in a Right Party Connect (RPC). |
Average ACW Duration Non RPC | It displays the average duration, in seconds, that an agent spent in the after-call work (ACW) state for calls with a Non-Right Party Connect (Non-RPC) outcome. |
Average ACW Duration | It displays the average duration that an agent spent in the after-call work (ACW) state. |
External Consult Duration | The total number of external consultation calls made during the login session. |
ACW Duration Non RPC | It displays the total duration, in seconds, that the agent spent on after-call work for outbound customer calls with a Non-Right Party Connect (Non-RPC) outcome. |
Not Ready Duration | It displays the total duration, in seconds, that the agent spent in a Not Ready state. |
Preview Duration | It displays the total duration, in seconds, that an agent spent previewing contacts. |
Inbound (Blending) Duration | It displays the total duration, in seconds, spent on inbound customer calls for blended agents. |
Handle Duration | It displays the total call handle time, in seconds, spent by an agent on calls, including after-call work (ACW). |
Avg Handle Duration | It displays the average call handle duration, in seconds, that an agent spent on outbound customer calls. |
Talk Duration Non RPC | It displays the total talk time of Non-Right Party Connect (Non-RPC) calls in seconds. |
Consult Duration | It displays the total duration, in seconds, that the agent spent on outbound consult calls. |
Conference Duration | It displays the total duration, in seconds, that the agent spent on outbound conference calls. |
Hold Duration | It displays the total duration, in seconds, that the agent put an outbound customer call on hold. |
ACW Duration | It displays the total duration, in seconds, that the agent spent in the ACW (After-Call Work) state. |
ACW Duration RPC | It displays the total duration, in seconds, that the agent spent on after-call work for outbound customer calls with a Right Party Connect (RPC) outcome. |
Handle Duration | Handle Duration represents the total time an agent spends managing a contact, which includes Agent Call Duration, After Call Work (ACW) time, and Hold Duration. Agent Talk Time: The total time the agent is actively engaged in conversation or handling the contact, calculated by combining the Agent Call Duration and any Hold Duration. |
Computed
Fields | Description |
|---|---|
Calls per hour | It displays the total number of calls an agent handled within one hour. |
Idle Percentage | It displays the percentage of the login duration that an agent spent in the idle state. Formula = Idle Duration / Tethered Duration |
Tethered Percentage | It displays the percentage of tethered calls duration. Formula = Tethered Duration / Login Duration. |
ACW Percentage RPC | It displays the percentage of time an agent spent in the after-call work (ACW) state for Right Party Connect (RPC) Calls. Formula = ACW Duration / Login Duration for RPC Calls |
ACW Percentage Non-RPC | It displays the percentage of time an agent spent in the after-call work (ACW) state for Non-Right Party Connect (Non-RPC) outcome. Formula = ACW Duration / Login Duration for Non-RPC Calls |
Productive Duration | Total Productive Time (in seconds) spent on calls, including talk time and after-call work (ACW). |
ACW Percentage | The ratio of after-call work time to total handle time, expressed as a percentage. Formula = ( Total After-Call Work (ACW) Time / Total Handle Time ) × 100 |
Talk Percentage | The ratio of talk time to total handle time, expressed as a percentage. Formula = (Total Handle Time / Total Talk Time) × 100 |
Hold Percentage | The ratio of hold time to total handle time, expressed as a percentage. Formula = (Total Handle Time / Total Hold Time) ×100 |
Productive Percentage | The ratio of productive time (talk time plus ACW time) to total handle time, expressed as a percentage. Formula = (Total Productive Time (Talk Time + ACW Time)/ Total Handle Time ) × 100 |
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