View agent performance statistics


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

Prerequisites

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.

  1. Click Menu  > Agent Performance.
  2. To open a specific window, click one of the title bars, such as Voice.

    Agent Performance window

    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.

    Agent Performance Voice window

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

Note: ACW for callback interactions is always zero. 

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.

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

Amount of time spent interacting on a media type.

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. 
Note: ACW for callback interactions is always zero. 

For more information, see Client interface.

For more information about the integrations, see About the PureCloud browser extensionsAbout PureCloud Embeddable Framework, About PureCloud for Salesforce, and About PureCloud for Zendesk.