View agent performance statistics
Prerequisites
- Analytics > Conversation Aggregate > View permission
- Analytics > User Aggregate > View permission
You can quickly view your real-time statistics for voice, callback, chat, email, and message interactions in the client.
- Click Menu > Agent Performance.
- To open a specific window, click one of the title bars, such as Voice.
Each interaction type lists the following real-time statistics.
Note: The statistics cover a 24-hour time period up to the date and time in the client.
| Metric | Definition |
|---|---|
| Answered | A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction. |
| 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 |
| AHT | 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 Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete.
For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. |
| Transferred | 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. |
| Talk | The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes. |
| ACW | The number of times after-call work (ACW) was completed. 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. |
For more information, see Client interface.
For more information about the integrations, see About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, About Genesys Cloud for Microsoft Teams, and About Genesys Cloud for Zendesk.
