Agent Metrics report


The Agent Metrics report displays detailed statistics about interactions handled by one or more agents during a date and time range. For each agent, the report includes the following details:

  • Interactions that have handle time
  • Number of interactions per day
  • Average talk time, after call work, and handle time
  • Hold and transfer data

The report sorts the information by agent name, date of the interactions, and media type. 



Reports support multiple media types, such as chat and email, which can affect reports in several ways:

  • Fields that do not apply to the interaction type are marked "N/A." For example, emails cannot be placed on hold or abandoned. 
  • "Talk time" is the standard term for the time that the agent and customer are connected.
  • Reports show information for all of the media types that are listed in the report's custom parameters. For example, if a queue only handles voice, but you select chat as a report parameter, the report includes chat statistics. Because the queue does not handle chat interactions, the results are blank.


Run the report to determine whether:

  • An agent’s performance statistics remain within the acceptable range.
  • An agent deserves rewards for performance goals.
  • There is a larger issue that affects agent performance.
  • An agent needs more monitoring, coaching, or training.
  • Your observations are accurate over the long term. Daily variations do not always represent a longer trend.  

After you identify areas of concern, meet with the agent:

  • Review interactions in which an agent did not meet the goals or the agent’s performance varies significantly from the average. Learn the reason for long or short interactions or unnecessary transfers or holds. 
  • Identify opportunities for improvement.
  • Coach the agent on positive behaviors such as better call control. Do not focus on numerical results, which tend to encourage undesirable results. For example, do not tell the agent to reduce handle time because an agent might end calls before addressing customer needs. 


Agent Metrics report

Report column Description
Date The date for the metrics in this row.

Interactions

The total number of interactions handled by the user.
Total Talk The total talk time for all interactions.
Avg Talk

This metric represents the average amount of time an agent spends interacting with a customer per talk segment for a defined period of time.

Calculation: Talk time per interaction segment/# of talk segments

For example, an agent handles ten calls, each with two talk time segments of three minutes each. 3,600 sec/20 segments = 180 seconds or 3 minutes

Talk segments occur each time an agent talks to a customer. For example, an agent talks with a customer for two minutes, then places the customer on hold for two minutes. The agent returns to talk to the customer for two more minutes, and then disconnects. There are two talk time segments for this interaction.

Only interactions that end within a given time period are used to calculate the average talk time for that period.

See also: talk time

Hold The total number of holds. 
Total Hold The total hold time. 
Avg Hold

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

Total ACW The total time an agent spent doing after call work. ACW is tracked only when an agent has on queue status (idle, interacting, communicating, and ACW). ACW time ends when the agent clicks Done.  
Avg ACW

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions

Note: ACW for callback interactions is always zero. 

Total Handle

The total amount of time agents spend handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time)

Avg Handle

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled.

Transfer

A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

Transfer %

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / Interactions Answered) * 100