User Performance Summary Report

The User Performance Summary report analyzes users and agents and their interaction activity. The report displays both ACD and non-ACD summary information for a user. The report template provides flexible column placeholders to display statistics such as Transfered, ACD LoggedIn, DND, and Occupancy, and the template also  provides flexibility to order report groups based on User, Queue, and Media Type.

The User Performance Summary report displays detailed agent statistics, including:

• The number of interactions offered

• The number or percentage of interactions answered

• The number or percentage of flow outs

• The average duration for talk time

• The average duration for hold time

• The average duration for ACW

• The average duration for handle time

• The number of Non-ACD inbound interactions

• The average duration of Non-ACD inbound interactions

• The number of Non-ACD outbound interactions

• The average duration of Non-ACD outbound interactions

• The number or percentage of transfers

• The duration of DND

• The number or percentage of holds

• The number or percentage of local disconnects

Parameters

The following parameters can be specified in Interaction Reporter for the User Performance Summary report:

• Date/Time Range

• Media Type

• Site ID

• User List

The following additional parameters can be configured for this report template in Report Management:

• Flexible Column1

• Flexible Column2

• Flexible Column3

• Flexible Column4

• Discrete or Percentage

• Avg Hold Calculation

• Group 1 (default is User)

• Group 2 (default is Queue)

• Group 3 (default is Media Type)

 

Sample report

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

 

 

Report Element Descriptions

Report Element	Database Column or Computation
User	cName
Queue	cReportGroup
Media	Localized Media Type based on chkey4
Offered	nEnteredAcd
Answered	(Discrete or Percentage per report configuration) #Ans: nAnsweredACD %Ans:  (nAnsweredACD/nEnteredAcd)*100
Flow Outs	(Discrete or Percentage per report configuration) #Flow Out: nFlowOutAcd %Flow Out: (nFlowOutAcd/nEnteredAcd)*100
Average talk time	(tTalkAcd - tHoldAcd)/nAnsweredACD
Average hold time	Based on parameter configuration. Default is nAnsweredACD tHoldACD/nAnsweredACD OR tHoldACD/nHoldAcd
ACW	tACW/nAnsweredACD
Handle time	(tTalkAcd+ tAcw) /nAnsweredACD
Non-ACD Number of Inbound	nExternToInternCalls - nExternToInternAcdCalls
Non-ACD Avg Inbound duration	(tExternToInternCalls - tExternToInternAcdCalls)/ (nExternToInternCalls - nExternToInternAcdCalls)
Non-ACD Number of Outbound	nInternToExternCalls - nInternToExternAcdCalls
Non-ACD Avg Outbound duration	tInternToExternCalls - IAgentQueueStats.tInternToExternAcdCalls)/ (nInternToExternCalls - nInternToExternAcdCalls)
Transfers (Flexible column 1)	Default set to 1= Transfers #Transfers: nTransferedAcd %Transfers: (nTransferedAcd/nEnteredAcd) *100
Agent DND Duration (Flexible column 2)	tAllAgentStatusDnd
Holds (Flexible column 3)	Defaults set to 5 = Holds #Holds: nHoldAcd %Holds: (nHoldAcd/nEnteredAcd) * 100
Local Disconnection (Flexible column 4)	Default set to 6 = Local Disconnection #Local Disconnection: nLocalDisconnectAcd %Local Disconnection: nLocalDisconnectAcd/nEnteredAcd) * 100
Occupancy Percent Formula	((tAgentOnAcdCall + tAgentInAcw)/ (tAgentOnAcdCall + tAgentInAcw + tAgentAvailable)) * 100 All the values are from the respective columns of the IAgentQueueStats table
Abondons Formula	#Abandons: nAbandonedAcd %Abandons: (nAbandonedAcd/nEnteredAcd) * 100
Agent ACD LoggedIn Formula	tAgentOnAcdCall + tAgentInAcw + tAgentAvailable
Intern To Intern Formula	nInternToIntern
Supervisor Request Formula	CustomValue6 Note The default value of CustomValue6 is set to nRequestedSuperAssistAcd but this value can be overridden by the customer for their own customization

 

Record Selection Formula

{IAgentQueueStats.dIntervalStart} in {?DateTime} and

{IAgentQueueStats.SiteId} in {?Siteid} and

({IAgentQueueStats.cName} in {?User}) and

{IAgentQueueStats.cReportGroup} <> '*' and

if {?MediaType}  = '*' then

{IAgentQueueStats.cReportGroup} <> "*"

and

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

and

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

else

(

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

and

({IAgentQueueStats.cHKey4} in {?MediaType} )

)

 

Table

• IAgentQueueStats