Agents Wrap-Up Detail view


Prerequisites

The following permissions:

  • AnalyticsData Export All
  • Directory > User > View
  • Routing > QueueJoin
  • RoutingWrap-Up CodeView
  • UISupervisor Agent Details > View 
  • UI > Supervisor Wrap-Up Performance > View

The Wrap-Up Detail view displays agent statistics based on the wrap-up codes set by a specific agent. These statistics can help supervisors determine agent performance issues with interactions set with specific wrap-up codes in one or multiple queues. 

The metrics in each wrap-up code row represent the portion of the interaction where the wrap-up code was selected. For example, Agent Alex answers and then transfers an interaction to agent Blake. Alex then sets a wrap-up code of Transfer to Sales. Blake accepts the transfer and interacts with the customer. The customer ends the call. Blake then sets a wrap-up code of Sale Success. Any metrics associated with Alex’s portion of the interaction appear in the Transfer to Sale wrap-up code row in her Agents Wrap-Up Detail view. Metrics associated with Blake’s portion of the interaction appear in the Sale Success wrap-up code row in his Agents Wrap-Up Detail view.

This view does not update automatically. To see the most current data, click Refresh 

To see the Agents Wrap-Up Detail view: 

  1. Click PerformanceAgents
  2. From the Agents Performance Summary view, click the agent you want to view. 
  3. From the Agents Performance Detail view, click the Wrap-Up tab.
  4. To save the view with your filter and column settings, click Save .
  5. To export the data in the view, click Export .
  6. To see more details about a queue’s performance and to go to its Agents Wrap-Up Interval Detail view, click a queue’s name.
  7. Click the tabs to open to the agent’s Performance, StatusEvaluationsInteractionsQueues or Schedule detail views.
Note: Each view has its own permissions. For permission requirements, see each view’s article.

Activate agents for a queue

Activate and deactivate queues for agents. After you activate a queue for an agent, when the agent’s status is On Queue, the agent receives interactions from that queue. Agents can also choose the queues to work themselves. To activate a queue for an agent, the agent must be a member of that queue.

To activate an agent for a queue from this view:

  1. Click the Queue Activation icon. Queue Activation icon
  2. Select the queues you want the agent to work.
  3. Click Update.

Customize the view

Customize the Agents Wrap-Up Detail view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain as you navigate from view to view or leave and return to a view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 


Use the date filter to customize analytics views.

Use Presets to filter metrics by date, or configure a custom date range.

To use a Preset to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. In the Presets list, select a preset date option.

Date presets

Presets Description
Current interval

Shows data for the current 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.

Today Shows data for the time period that includes the current interval.
Yesterday Shows data for the previous day.
This week Shows data for a Sunday through Saturday time period.
Last week Shows data for the previous week, Sunday through Saturday.
Previous 7 days Shows data for the previous seven days.
This month Shows data for the current month, with no extra days.
This month by week Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month Shows data for the previous calendar month with no extra days.
Previous 30 days Shows data for the previous 30 days.
Previous 3 months Shows data for the previous 3 months.
Interval

Shows data for a 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.

Day Shows data for a single 24-hour day.
Week Shows data for a Sunday through Saturday time period.
Month Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.
Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

 

To use a custom date range to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. Select a start date and an end date on the calendar, and click the filter arrow.
    Date picker apply

 

To view data for a different time period using the same date presets, click the arrows on either side of the date display.

For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.



  1. To filter by media type, click the Filter icon. Filter button
  2. Select the media type. 

The selected media type icon is displayed above the column headers. 

To enter the names of wrap-up codes for the information you want to view, click the Filter by wrap-up code(s) search icon . Enter the name of the wrap-up code and select the name from the search results. You can continue to enter and select additional wrap-up codes to add to the view. 

Filter by selecting multiple wrap-up codes

You can select multiple wrap-up codes to filter by. 

  1. In the wrap-up code's row, select the check box.
  2. Continue selecting wrap-up code check boxes to add to filters. 
  3. Click Add to filters.

 

To show or hide columns, click  and then search or scroll to select the columns you want to view. 

To rearrange columns, click a column header and drag it.

To reset a view to default column settings, click Reset view to defaults.


The top of the view displays totals for your selected date range. To display a graph of a metric per interval within the date range, select a metric in the totals row. 

In the graph:

  • View metrics by interval for the selected metric.
  • View the highest and lowest intervals for the selected date range, as indicated by and  above the bars.
  • View talk, hold, and ACW metrics in relation to handle metrics.
  • Hover over the bars to see numeric information.


To filter by information about the interaction, click the Filter , and then search or scroll to select the filter you want to use.

Interaction filters

Filter Description
Skills

Displays metrics for interactions with agents who have the selected skills.

Filter for multiple skills at one time by entering other skills and searching again.

Languages

Displays metrics for interactions with agents who have the selected languages.

Filter for multiple languages at one time by entering other languages and searching again.

DNIS

Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.

  • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • Filter for multiple numbers at one time by entering other numbers and searching again.
Session DNIS

Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.

  • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • Filter for multiple numbers at one time by entering other numbers and searching again.
Direction

Displays information about interactions of the selected directions.

Initial Direction 

Displays information about interactions with the selected initial direction.

Queue

Displays metrics for interactions associated with the selected queues.

Filter for multiple queues at one time by entering other queues and searching again.


To filter by outbound information about the interaction:

  1. Click the Filter .
  2. Click the Outbound tab.
  3. Search or scroll to select the filter you want to use.

Outbound filters

Filter Description
Campaign Name

Displays interactions associated with the selected campaigns. When you type a campaign name, the suggested campaigns are displayed with their campaign types, Voice or SMS.

Display interactions for multiple campaigns by entering other campaign names and searching again. 

Contact List Displays interactions associated with the selected contact lists.
Contact ID Displays interactions associated with the selected contact IDs.


To filter by information about the Predictive Engagement journey details of the interaction:

  1. Click Filter
  2. Click the Journey tab.

Journey filters

Filter Description
Has Customer Journey Data Displays data for interactions that have customer journey data related to Predictive Engagement.
Proactive Displays data for interactions where Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.   

Available columns

Your customizations determine which metric columns the view shows.

Column Description
Handle

The total number of ACD and non-ACD interactions agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

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


In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates average handle column using cumulative counts rather than averages.
Avg Talk

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

Avg Hold

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

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

Avg ACW

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

Calculated by: Total ACW / Interactions with ACW

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)

Total Talk

Amount of time spent interacting on a media type.

Total Hold

The cumulative hold time for all interactions.

Total ACW

The total time spent in after-call work (ACW). After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

Hold

The number of interactions with holds.

% Handle

The percentage of interactions assigned the wrap-up code in relation to the total interactions for the selected dates and media type, for the selected agent.

Calculated by (Handle for wrap-up code / total interactions for the selected date and media type for the selected agent)

% Total Handle

The percentage of the total length of the interactions assigned the wrap-up code in relation to the total length of interactions for the selected dates and media type, for the selected agent.

Calculated by (Total Handle for the wrap-up code / total length of interactions for the selected dates and media type, for the selected agent)

% Total Talk Time

The talk time for a wrap-up code in relation to the total talk time for the selected dates. Calculated by (Total Talk Time for a wrap-up code / Total Talk Time)