View agent performance statistics
The following permissions:
- Analytics > Conversation Aggregate > View
- Analytics > User Aggregate > View
You can quickly view your real-time statistics for Voice, 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.
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.
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 with ACW
Note: ACW for callback interactions is always zero.
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.
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.
Amount of time spent interacting on a media type.
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.
For more information, see Client interface.