Agents Wrap-Up Detail view
The following permissions:
- Analytics > Data Export > All
- Directory > User > View
- Routing > Queue > Join
- Routing > Wrap-Up Code > View
- UI > Supervisor 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:
- Click Performance > Agents.
- From the Agents Performance Summary view, click the agent you want to view.
- From the Agents Performance Detail view, click the Wrap-Up tab.
- To save the view with your filter and column settings, click Save .
- To export the data in the view, click Export .
- 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.
- Click the tabs to open to the agent’s Performance, Status, Evaluations, Interactions, Queues or Schedule detail views.
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:
- Click the Queue Activation icon.
- Select the queues you want the agent to work.
- 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.
To use date filters to customize analytics views:
- Click the icon for a date filter.
- Click a view option for the chosen date filter.
The view displays data for the selected date filter.
If the view updates automatically and the selected date filter includes the current interval, then PureCloud continually updates the view to get the most up-to-date information. If you would like to update the current interval statistics manually, then click Refresh. If the selected date filter shows historical data (past intervals), then the view does not refresh.
Day: Shows data for a single 24-hour day.
Interval: Shows data for a 30-minute time period. To view the current interval, click Current Interval next to the date display.
Note: The Queues Performance Detail view does not include this option because the view already shows intervals in the data grid.
Week: Shows data for a Sunday through Saturday time period.
Previous 7 days: Shows data for the previous seven days, with today being the seventh day.
Day: Shows data for the exact month with no extra days.
Week: Shows data for a calendar month starting on Sunday and ending on Saturday. Includes extra days if the month does not start on Sunday.
|Custom date range||Date range picker: Shows data for the range of dates that you select with the date picker. Click a start date and an end date on the calendar, then click|
To view data for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view data for the previous day, click the day filter and then click the arrow on the left side of the date.
To view data for the time period that includes the current interval, click Today or Current Interval as applicable. These links only appear when you view historical data that do not include the current date and time.
To filter by media type, click a media type.
Enter wrap-up codes you want to view in the Filter by wrap-up code(s) field. Select the code from the search results.
To show or hide columns, click + and then select the columns you want to view.
To rearrange columns, click a column header and drag it.
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 .
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.
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.
Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.
Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.
Displays information about interactions of the selected directions.
Displays information about interactions with the selected initial direction.
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, click the Filter . Then click the Outbound tab.
|Campaign Name||Displays interactions associated with the selected campaigns.|
|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 Altocloud journey details of the interaction:
- Click Filter .
- Click the Journey tab.
|Has Customer Journey Data||Displays data for interactions that have customer journey data related to Altocloud.|
|Proactive||Displays data for interactions where Altocloud offered a chat during a customer's website visit based on the Altocloud action map settings.|
Your customizations determine which metric columns the view shows.
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.
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.
The average number of seconds spent interacting on a media type.
Calculated by: Total Talk time/ Count of interactions with Talk time.
The average number of seconds that interactions were placed on hold.
Calculated by: Total Hold Time / Count of interactions with holds
The average amount of time agents spent completing after-call work.
Calculated by: Total ACW / Interactions
Note: ACW for callback interactions is always zero.
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)
Amount of time spent interacting on a media type.
The cumulative hold time for all interactions.
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.
The number of interactions with holds.
|% 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)