Contents

Agent Utilization Report Help

Report View Toolbar

When viewing a report in the Workspace, several options are available from the Report View Toolbar. To learn more about these options, on the graphic below pause the mouse pointer over a button to display its function, and click to display more information.

Exporting a Report

You can Export a report to a Formatted or Unformatted file type. To export a report, on the main toolbar, click the Export button . On the drop-down menu, point to Formatted or Unformatted. Available Formatted file types are: Excel, HTML, PDF, or Text. The available Unformatted file type is CSV.

Agent Utilization Report

The Agent Utilization report displays time usage information by agent across all campaigns, including: talk, ACW, non-Dialer, idle, break, preview.

The information in this report includes:

Agent ID
Logged in time
Number of calls
Average talk time for Dialer calls
Total talk time for Dialer calls
Talk time percentage for Dialer calls
Average wrap-up time for Dialer calls
Total wrap-up time for Dialer calls
Wrap-up time percentage for Dialer calls
Number of inbound calls
Average number of inbound calls
Total number of inbound calls
Percentage of inbound calls
Number of manual dialed calls
Average number of manual dialed calls
Total number of manual dialed calls
Percentage of manual dialed calls
Total idle time
Percentage of idle time
DND and break time total
DND and break time percentage

Parameters

The following parameters can be specified for the Line Summary report:

Date Time
Campaign
Site ID

Sample report

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

Report Element Descriptions

Report Element	Database Column or Computation
Agent	IceLib GetDisplayName function based on corresponding icuserid, firstname, lastname from the Individual table.
Logged in Time	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName= 'Logout'
Calls	Distinct Count (AgentStats.CallIDKey) where AgentStats.PropertyName= 'StageTime' AND AgentStats.StageId = '0'
Dialer Calls - Connected/Talk Avg	Connected/Talk Total divided by Calls
Dialer Calls - Connected/Talk Total	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName= 'StageTime' AND AgentStats.StageId = '0'
Dialer Calls - Connected/Talk %	Connected/Talk Total divided by Logged in Time
Dialer Calls - Preview/Wrap-up Avg	Preview/Wrap-up Total divided by Calls
Dialer Calls - Preview/Wrap-up Total	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName= 'PreviewTime' OR AgentStats.PropertyName= 'WrapUpTime'
Dialer Calls - Preview/Wrap-up %	Preview/Wrap-up Total divided by Logged in Time
Non Dialer Calls - Inbound Calls	Distinct Count (AgentStats.CallIDKey) where AgentStats.PropertyName= 'StageTime' AND AgentStats.StageId = 'ND-IN'
Non Dialer Calls - Inbound Calls Avg	Inbound Calls Total divided by Calls
Non Dialer Calls - Inbound Calls Total	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName= 'StageTime' AND AgentStats.StageId = 'ND-IN'
Non Dialer Calls - Inbound Calls %	Inbound Calls Total divided by Logged in Time
Non Dialer Calls - Manual Dialed Calls	Distinct Count (AgentStats.CallIDKey) where AgentStats.PropertyName= 'StageTime' AND AgentStats.StageId = 'ND-MO'
Non Dialer Calls - Manual Dialed Calls Avg	Manual Dialed Calls Total divided by Calls
Non Dialer Calls - Manual Dialed Calls Total	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName= 'StageTime' AND AgentStats.StageId = 'ND-MO'
Non Dialer Calls - Manual Dialed Calls %	Manual Dialed Calls Total divided by Logged in Time
Idle Time Total	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName= 'IdleTime'
Idle Time %	Idle Time Total divided by Logged in Time
DND/Break Time Total	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName= 'BreakTime'
DND/Break Time %	DND/Break Time Total divided by Logged in Time

Stored Procedure

sprpt_DialerAgentUtilization2
sprpt_DialerAgentUtil_count2

Tables

AgentStats