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Agent Performance Detail for Queue by Date by Interaction Type Report

The Agent Performance Detail for Queue by Date by Interaction Type report displays a detail of agent information by interaction type for a specified date/time range for selected agents. You can select the agents individually or by a workgroup. This report shows the summary for each agent by queue and by day. It shows the number of ACD interactions, after call work, and time available for ACD interactions.

This report is intended for use by a supervisor to review the agents’ ACD interaction activity on a detailed level. Each day and queue are summarized with the total agent activity. The load ratio information will only show on the summary lines, since these calculations do not apply to the individual interaction types.

Flexible Fields

This report also has two Flexible Fields, which are the last two columns of the report.

By default, IC displays Local Disconnect in the first flexible field, but you can easily change this flexible field in Interaction Administrator, to show the other values:

·     Local Disconnect = 1 (default)

·     Flowed Out = 2

·     Entered = 3

·     Transferred = 4

·     Ring Time = 5

·     Custom value 1 = 6

·     Custom value 2 = 7

·     Internal to Internal = 8

·     Internal to Internal ACD = 9

·     Supervisor Requests = 10

The second flexible field shows Load Ratio by default. You may change this default to show these other values:

·     % Service Level 1 = 1

·     % Service Level 2 = 2

·     % Service Level 3 = 3

·     % Service Level 4 = 4

·     % Service Level 5 = 5

·     % Service Level 6 = 6

·     Load Ratio = 7 (default)

·     Load - Hold Ratio = 8

Parameters

You specify a range of agents, dates, times, site IDs, and shifts to report on. IC sorts this report by agent, date, queue, and then by interaction type in ascending order.

Report Log Tables

Interaction Administrator Unique Report Identifier

IAgentQueueStat

QUEUE_PERIOD_AGENT_PERF_DETAIL_MEDIA_NAME

Sample report

Click on the image below to view a sample of this report.

 

Report Element

Report Field or Value

Field or Value Description

{none}

cName

The agent identifier of the agents.

Date

DIntervalStart

The date or time as specified in the range selection. This could be an interval, hour, day, week, day of week, month or year.

{none)

CReportGroup

The name of the queues for the selected agents. All Queues in the summary information and is represented in the database by an asterisks.

(none)

InteractionType

The type of ACD interaction. Possible values are calls, chats and emails.

Int

NAnsweredACD

The number of ACD Interactions that were answered.

Avg. Talk

tTalkACD/nAnsweredACD

The average amount of time spent on the incoming ACD interactions.

Total Talk

tTalkACD

The amount of time spent on the incoming ACD interactions.

Note  tTalkACD is the time an interaction is active with an agent, including any Hold time with the agent during the interaction.

Avg ACW

TACW/nAnsweredACD

The average amount of time spent on after call work.

Total ACW

TACW

The amount of time spent on after call work.

Avg Speed Ans

TAnsweredACD/nAnsweredACD

The average amount of time the interactions spent alerting before they were answered by the agent.

Disconnect

 

NLocalDisconnectACD

 

Default Flexible Field - The number of ACD interactions that were disconnected locally.

Ring Total

TAlertedACD

Flexible Field - The amount of time the interactions spent alerting the agent.

Flow Out

 

NFlowOutACD

 

Flexible Field - The number of items in the queue that were removed before connecting to an agent.

 

Entered

 

NEnteredACD

 

Flexible Field - The number of interactions that entered the queue.

 

Transfer

NTransferredACD

Flexible Field - The number of interactions that were transferred while in this queue.

% Srv Level 1

 

(nAnsweredACDSvcLvl1 / nAnsweredACD) * 100

Levels 1 through 6: The total number of ACD interactions that were answered within the selected service level divided by the total number of ACD interactions that were answered for the specified range. This number is multiplied by 100 to get the percentage.

Flexible Field – The percentage of interactions that were answered within the first service level. You setup the service level interval in Interaction Administrator. Please keep in mind you setup these service levels for queue expectations, not agents, although IC applies the same service level settings to agents. For example, if IC sends the caller to voice mail or transfers the caller to another available age, there may be no information above % service level 3.

% Srv Level 2

(nAnsweredACDSvcLvl2 / nAnsweredACD) * 100

 

Flexible Field - The percentage of interactions that were answered within the second service level. The default second service level is 20 seconds.

% Srv Level 3

(nAnsweredACDSvcLvl3 / nAnsweredACD) * 100

Flexible Field - The percentage of interactions that were answered within the third service level.

% Srv Level 4

(nAnsweredACDSvcLvl4 / nAnsweredACD) * 100

Flexible Field - The percentage of interactions that were answered within the fourth service level.

% Srv Level 5

(nAnsweredACDSvcLvl5 / nAnsweredACD) * 100

Flexible Field - The percentage of interactions that were answered within the fifth service level.

% Srv Level 6

(nAnsweredACDSvcLvl6 / nAnsweredACD) * 100

Flexible Field - The percentage of interactions that were answered within the sixth service level.

Load Ratio

 

tTalkACD/ tAgentOnACDCall

 

Default Flexible Field - The ratio of total ACD talk time to the amount of time actually worked during the selected interval. This ratio is most meaningful when agents are allowed to take multiple interactions at the same time.

 

 

Load – Hold

 

(tTalkACD – tHoldACD)/(tAgentOnACDCall+tAgentInACW)

Flexible Field - The ratio of total ACD talk time minus the time the interactions were on hold to the amount of time actually worked during the selected interval. This ratio is most meaningful when agents are allowed to take multiple interactions at the same time.

 

Record selection criteria for this report includes:

{AgentQueueStats.dIntervalStart} in {?DateTime} and

{@StatusTime} in {?ShiftTime} and

{AgentQueueStats.cType} = "A" and

{AgentQueueStats.cName} in {?Agent} and

{AgentQueueStats.SiteId} in {?SiteId} and

{ALLAgentQueueStats.cReportGroup} ="*" and

(

if {?ReportNumber}<>3 then

{AgentQueueStats.cReportGroup} <> "*"

and

(  IsNull({AgentQueueStats.cHKey3}) or {AgentQueueStats.cHKey3} = "*" or {AgentQueueStats.cHKey3} = "" )

and

( IsNull({AgentQueueStats.cHKey4}) or {AgentQueueStats.cHKey4} = "*" or {AgentQueueStats.cHKey4} = ""  )

Else

(

// Following filters out affects of cHKey3 and cHKey4 in IC 2.0

{AgentQueueStats.cReportGroup} <> "-"

and

{AgentQueueStats.cReportGroup} <> "*"

and

(  IsNull({AgentQueueStats.cHKey3}) or {AgentQueueStats.cHKey3} <> "*" or {AgentQueueStats.cHKey3} = "" )

and

( IsNull({AgentQueueStats.cHKey4}) or {AgentQueueStats.cHKey4} <> "*" or {AgentQueueStats.cHKey4} = ""  )

)

)

Formulas:

All times are expressed as hh:mm:ss. This formula is used throughout the report to convert seconds to hh:mm:ss. This formula is external to the report file.

Ints = The sum of ACD interactions answered.

Avg Talk = The total agent incoming ACD talk time divided by the number of ACD interactions answered.

Avg Speed Ans = The total amount of time the interactions were alerting the agents divided by the total number of ACD interactions answered.

Avg ACW = The total amount of time the agents spent on after call work divided by the total number of ACD interactions answered.

Srv Levels 1 – 6 = The total number of ACD interactions that were answered within the selected service level divided by the total number of ACD interactions that were answered. This number is then multiplied by 100 to give the percentage.

Load Ratio = The total amount of time an agent spent on ACD related interactions divided by the amount of time the agent was on an ACD interaction. In a multiple interaction environment, an agent’s total talk time can exceed the time of the interval. This ratio is the amount of total talk time during an interval divided by the actual amount of time in the interval the agent spent on ACD related activities. Note: If you use multiple interaction handling, you can be on more than one ACD action at a time. The result can be a load ratio greater than 100%.

Load – Hold = The total amount of time an agent spent on ACD related interactions minus the amount of the ACD interactions that were on hold divided by the amount of time the agent was on an ACD interaction plus the amount of time the agent was in an ACW state. In a multiple interaction environment, an agent’s total talk time can exceed the time of the interval. This ratio is the amount of total talk time during an interval divided by the actual amount of time in the interval the agent spent on ACD related activities.

Disconnect = The sum of the ACD interactions that were disconnected locally.

Flow Out = The sum of the ACD interactions that were removed from the queue that were never answered by an agent.

Entered = The sum of the interactions that entered the ACD queue.

Transfer = The sum of the interactions that were transferred while in this queue.