Contents

Agent Performance Summary for Queue Report

This report is for supervisors who want to analyze agents and their interaction activity at a summary level. You can select agents individually or by queue. It shows a summary of activity for each agent, without regards to queue. Specifically, it shows the number of ACD interactions, after call work, time available for ACD interactions, and non-ACD activity. IC sorts this report by agent, then by date.

Note
IC no longer queries information based on workgroup membership for this report. IC now only queries agents that are associated with the active distribution queue.

This report also has Flexible Fields. By default, IC displays 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

· Flowed Out = 2

· Grabbed = 3 (Note, this field is still available on this report, but IC does not currently use it.)

· Entered = 4

· Transferred = 5

· Ring Time = 6

The second flexible field shows Service Level 1 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

· Load - Hold Ratio = 8

Parameters

You specify a range of agents, dates, times, site IDs, queues and shifts to report on.

Report Log Tables	Interaction Administrator Unique Report Identifier
IAgentQueueStat	QUEUE_PERIOD_AGENT_PERF_SUMMARY_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 name of an agent in the specified range.
Date	dIntervalStart	The date or time in the specified range. This could be an interval, hour, day, week, day of week, month or year.
{none}	cReportGroup	The name of the queue for the selected agent. All queues in the summary information is represented in the database by an asterisk.
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. The total agent incoming ACD interaction time divided by the number of ACD interactions answered for the specified range.
Total Talk	tTalkACD	The amount of time spent on the incoming ACD interactions. The agent incoming ACD interactions time. 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 the agent spent on After Call Work. The total amount of time the agents spent of after call work divided by the total number of ACD calls answered for the specified range.
Total ACW	tACW	The amount of time the agent spent on After Call Work. The total amount of time the agents spent of after call work.
Avg Speed Ans	tAnsweredACD / nAnsweredACD	The average amount of time an interaction spent alerting before the agent answered it. The total amount of time the interactions were alerting the agents divided by the total number of ACD interactions answered for the specified range.
Disconnect	nLocalDisconnectACD	Default Flexible Field – The default for this flexible field is Disconnect. The number of ACD interactions that were disconnected locally (i.e., by an IC user, not the external party)
Flow Out	nFlowOutACD	Flexible Field - The number of items that were removed from this queue without having been in a Client_Connected or Inactive state (e.g., Alerting call went to Voice Mail, an agent didn’t answer a call which went to the next available agent, etc.)
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. Transfers from statistics group to statistics group will not show up on this count, and will only show as an nFlowOutACD.
Ring Total	tAlertedACD	Flexible Field - The amount of time ACD interactions spent in alerting the agent.
% 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.	Default Flexible Field – The default for this flexible field is Service Level 1. 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	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 handle multiple interactions at the same time.
Load Hold Ratio	tTalkACD / (tAgentOnACDCall +tAgentInACW) – hold time	Flexible Field - The ratio of total ACD talk time to the amount of time actually worked – hold time during the selected interval. This ratio is most meaningful when agents are allowed to handle multiple interactions at the same time.
In Ints	(nExternToInternCalls - nExternToInternACDCalls)	The number of incoming non-ACD interactions.
Avg In Talk	((tExternToInternCalls - tExternToInternACDCalls) +tInternToInternCalls) - (InternToInternACDCalls)) / Incoming Interactions	The average amount of time spent on incoming non-ACD interactions. This only includes incoming calls external to the system.
Total Time In	(tExternToInternCalls - tExternToInternACDCalls) +(tInternToInternCalls - tInternToInternACDCalls)	The total amount of time spent on incoming non-ACD interactions. This only includes incoming calls external to the system.
Out Ints	nInternToExternCalls - nInternToExternACDCalls	The number of outgoing non-ACD interactions. This only includes outgoing calls external to the system.
Avg Out Talk	(tInternToExternCalls - tInternToExternACDCalls) / Outgoing Interactions	The average amount of time spent on outgoing non-ACD interactions. This only includes outgoing calls external to the system.
Total Time Out	tInternToExternCalls - tInternToExternACDCalls	The total amount of time spent on outgoing non-ACD interactions. This only includes outgoing calls external to the system.

Record selection criteria for this report includes:

({IAgentQueueStats.dIntervalStart} in {?StartDateTime} to {?EndDateTime})and

{IAgentQueueStats.cType}="A" and

{IAgentQueueStats.cName} in {?StartStatGroup} to {?EndStatGroup} and

{IAgentQueueStats.cReportGroup} in {?StartReportGroup} to {?EndReportGroup} and {IAgentQueueStats.SiteId} in {?StartSiteId} to {?EndSiteID}