9.2.5.1 Agent Performance Report V2.0
Agent performance report gives a summary and daily detail of agent performance statistics. This report is only recommended as a History List Subscription. See Section 9.2.2.2 History List Subscription with details on how to subscribe to a history list.
The agent performance report has two tabs:
- Agent Performance – Summary tab provides a summary of agent performance statistics.
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- Agent Performance – Daily tab provides agent performance statistics day over day.
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This report can be found in Historical Reporting: Shared Reports > Custom > Agent Performance Report V2.0
Basic Terminology
| Interactive Voice Response (IVR) | Refers to the call flow that an inbound call comes through |
| Automated Call Distribution (ACD) | Inbound calls coming from the IVR Queues |
| Busy Time | Refers to any time an agent is logged in AND, in any state, other than a “Not Ready” state, excluding Extended After Call Work (that is, Extended After Call Work is included in Busy Time) |
| After Call Work (ACW) or “Wrap” | The automatic timed state an agent is in immediately following handling an ACD or Callback call. Also referred to as “wrap” |
Statistics Definitions
| Statistic Name | Description | Format |
| Accepted – Total | Total calls accepted inbound and outbound | Count |
| Accepted Inbound | Total inbound calls (via the IVR) answered by the agent | Count |
| Not Accepted | Total calls offered to the agent that were not answered | Count |
| ACD Handle Time (Mins) | Total minutes of inbound handle time Talk+Hold+ACW (wrap) |
Minutes |
| ACD Talk Time (Mins) | Total inbound talk time (excludes hold time) | Minutes |
| ACD Hold Time (Mins) | Total inbound hold time | Minutes |
| ACD Wrap Time (Mins) | Total inbound wrap time (timed ACW) | Minutes |
| Avg ACD Handle Time (Mins) | (Total ACD Handle Time) / (Total ACD accepted calls) | Minutes |
| Avg ACD Talk Time (Mins) | (Total ACD Talk Time) / (Total ACD accepted calls) Average talk time for each call |
Minutes |
| Avg ACD Hold Time (Mins) | (Total ACD Hold Time) / (Total ACD accepted calls) Average hold time for each call |
Minutes |
| Avg ACD Wrap Time (Mins) | (Total ACD Wrap Time) / (Total ACD accepted calls) Average wrap time for each call |
Minutes |
| % ACD Talk Time | (Total ACD Talk Time) / (Total ACD Handle Time) Talk time, as a percentage of handle time |
Percent |
| % ACD Hold Time | (Total ACD Hold Time) / (Total ACD Handle Time) Hold time, as a percentage of handle time |
Percent |
| % ACD Wrap Time | (Total ACD Wrap Time) / (Total ACD Handle Time) Wrap time, as a percentage of handle time |
Percent |
| Accepted Outbound | Total outbound calls (including callback calls) made/answered by the agent | Count |
| Out Handle Time (Mins) | Total minutes of outbound handle time Talk+Hold+After Call Work (wrap) |
Minutes |
| Out Talk Time (Mins) | Total outbound talk time (excludes hold time) | Minutes |
| Out Hold Time (Mins) | Total outbound hold time | Minutes |
| Out Wrap Time (Mins) | Total outbound wrap time (timed after call work) | Minutes |
| Avg Out Handle Time (Mins) | (Total Out Handle Time) / (Total Out accepted calls) | Minutes |
| Avg Out Talk Time (Mins) | (Total Out Talk Time) / (Total Out accepted calls) Average talk time for each call |
Minutes |
| Avg Out Hold Time (Mins) | (Total Out Hold Time) / (Total Out accepted calls) Average hold time for each call |
Minutes |
| Avg Out Wrap Time (Mins) | (Total Out Wrap Time) / (Total Out accepted calls) Average wrap time for each call |
Minutes |
| Calls per Busy Hour | Number of calls handled for every hour the agent is something other than a “Not Ready” state. | Count |
| Extended ACW Per Call (Mins) | (Total Extended ACW) / (Total ACD Calls) | Minutes |
| Login Time (Hrs) | Total time agent was logged into the system | Hours |
| Busy Time (Hrs) | Login Time - Not Ready Time Total time on calls or waiting for calls |
Hours |
| Ready Time (Hrs) | Total time agent was in a “Ready” state | Hours |
| Wrap Time (Hrs) | Total time agent was in ACW state | Hours |
| Not Ready Time (Hrs) | Total time an agent was in any “Not Ready” state-Regardless of reason code | Hours |
| Not Ready-<<Reason Code>> (Hrs) | Separate stat for each reason code Total time an agent was in each Not Ready reason code | Hours |
| Busy Time | Refers to any time an agent is logged in AND, in any state, other than a “Not Ready” state, excluding Extended After Call Work (that is, Extended After Call Work is included in Busy Time) | Hours |
This page last updated in Release Number: 23-01
Release Date: 2/25/2023
Effective Date: 2/25/2023