View and manage agent performance reports

Agent performance statistic reports

Agent performance statistics is the default page widget that displays based on the configuration set by your administrator. There are two statistics reports:

Historical reports—Display historical data. These reports update every 24 hours.
Real-time reports—Display current data. These reports update at a time interval that is configured by your administrator.

Desktop remembers your filter options for reports even if you sign out, refresh, or restart the browser. If you want to revert the filters to the original settings, click the reset filters link.

Click Agent Performance Statistics () in the menu bar to see the reports. The workspace pane displays the following reports:

Summary report

The summary report shows how many clients you handled and how long it took you to finish up customer engagements on average. To filter your report, select options from the drop-down lists for Team Name, Queue Name, Channel Type, and Duration.

Table 1. Summary report parameters
Parameter	Description
Total Handled - Teams	The total number of customer interactions that your team handled in the specified duration.
Average Handled Time - Teams	The average time your team takes to handle customer interaction.
Average Wrap-up Time - Teams	The average time your team takes to wrap up a customer interaction.
Total Handled	The total number of customer interactions you have handled.
Average Handle Time	The average time you take to handle customer interaction.
Average Wrap-up Time	The average time you take to wrap up a customer interaction.
Contacts in Queue - Realtime	The number of customer contacts in the queue for your teams in real-time.
Agents Available - Realtime	The number of agents in the Available state for your teams in real-time.

Agent statistics - historical report

This report contains historical information on agents. Select an option from the Interval or Duration drop-down list to filter your report.

The agent historical statistics report is given in the table as a graphical representation of data in the agent statistics chart section and as a summary of the report in the detailed summary section.

Select the Launch icon on the right side of the agent statistics chart or the detailed summary to view the report in Webex Contact Center Analyzer.

Table 2. Historical report parameters
Parameter	Description
Interval	The time interval for the report.
Channel Types	The mode of customer interaction such as chat, email, social, or telephony.
Initial Log-In Time	The date and local time the agent logged in.
Final Log Out Time	The date and local time the agent logged out.
# Contacts Handled	The total number of incoming customer interactions the agent handles within the interval.
Avg Handle Time	The average time the agent takes to handle a customer request. The average time includes the connected, hold, and wrap-up times.
Avg Wrap-up Time	The average time the agent takes to wrap up a customer interaction.

Agent statistics by state - historical report

This report contains historical information on agents based on the agent state. Select an option from the Interval or Duration drop-down box to filter your report.

The agent historical statistics report is given in the table as a graphical representation of data in the agent statistics by state chart section and as a summary of the report in the detailed summary section.

Select the Launch icon on the right side of the agent statistics or states chart or the detailed summary to view the report in Webex Contact Center Analyzer.

You must have permission to access Webex Contact Center Analyzer.

Table 3. Agent statistics by state parameters
Parameter	Description
Interval	The time interval for the report.
Agent Session ID	A string to identify the sign-in session of the agent.
Activity State	The state set by an agent or the system, such as Idle and Available.
State Duration	The duration that an agent spends in the corresponding state.

Agent statistics - real-time report

This report contains real-time information on agents. Select an option from the Interval or Duration drop-down box to filter your report.

Table 4. Agent statistics real-time parameters
Parameter	Description
Agent Session ID	A string to identify the agent's sign-in session.
Channel Types	The mode of customer interaction such as chat, email, social, or telephony.
Log-In Time	The date and local time the agent logged in.
Log Out Time	The date and local time the agent logged out.
# Contacts Handled	The total number of incoming customer interactions that the agent handles within the interval.
Avg Handle Time	The average time that the agent takes to handle a customer request. The average time includes the connected, hold, and wrap-up times.
Avg Wrap-up Time	The average time the agent takes to wrap up a customer interaction.

Agent statistics by states - real-time report

This report contains real-time information on agents by agent states. Select an option from the Interval or Duration drop-down box to filter your report.

Table 5. Agent statistics by states real-time parameters
Parameter	Description
Agent Session ID	A string to identify the agent's sign-in session.
Activity State	The state set by an agent or the system, such as Idle and Available.
State Duration	The duration that an agent spends in the corresponding state.

Team statistics - historical reports

This report displays the historical statistics for all of the teams to which you are assigned.

Table 6. Team statistics historical parameters
Parameter	Description
Interval	The time interval for the report.
Team Names	The name of the team.
Agent Name	The name of the agent.
# Contacts Handled	The total number of customer interactions the agent handled within the interval.
Total Contacts Handled	The total number of customer interactions that the agent handled for a channel type (for example, voice call).
Inbound Contacts Handled	The total number of inbound customer interactions the agent handled.
Callbacks Handled	The total number of callback customer interactions the agent handled.
Outdials Handled	The total number of outdial customer interactions that the agent handled.
Average Handle Time	The average time that the agent spends handling a customer. The average time includes the connected, hold, and wrap-up times.
Average Wrap-up Time	The average time the agent takes to wrap up a customer interaction.

Team statistics - real-time reports

This report displays the real-time statistics for all the teams to which you're assigned.

Table 7. Team statistics real-time parameters
Parameter	Description
Team Name	Name of the team.
Agent Name	Name of the agent.
Current State	State of the agent such as Idle and Available.
# Contacts Handled	Total number of customer interactions that the agent handles within the interval.
Average Handle Time	Average time the agent spends handling a customer. The average time includes connected time, hold time, and wrap-up time.
Average Wrap-up Time	Average time the agent takes to wrap up a customer interaction.

Queue statistics - historical reports

This report displays the historical statistics for all the queues to which you're assigned.

Table 8. Queue statistics historical parameters
Parameter	Description
Interval	The interval of the report.
Channel Types	The mode of customer interaction such as chat, email, social, or telephony.
Queue Name	The name of a queue.
# Contacts	The number of customer contacts that the agent responds to within the service level threshold that the administrator has provisioned for the queue.
Avg Queue Wait Time	The average time that the customer contact waits in a queue after the agent connects to the call.
Longest Contact In Queue	The longest time that the customer contact spends in the queue before an agent responds.
# Abandoned Contacts	The number of customer contacts that no agent responds to.

Queue statistics - real-time reports

This report displays the real-time statistics for all the queues to which you're assigned. Queue statistics are classified into two types:

Table 9. Contact details in queue - today real-time parameters
Parameter	Description
Channel Type	The media type of the contact, such as telephony, email, or chat.
Queue Name	The name of the queue.
# Contacts	The total number of contacts since the day's beginning.
# Contacts Handled	Number of contacts that are handled since the day's beginning.
Longest Handled Contact from Queue	The longest duration that a contact has spent in a queue since the day's beginning. This is calculated after the call status changes from parked to connected or ended.
# Abandoned Contacts	Number of abandoned contacts since the day's beginning.

Table 10. Contact details are currently in the queue in real-time parameters
Parameter	Description
Channel Type	The media type of the contact, such as telephony, email, or chat.
Queue Name	The name of the queue.
# Contacts Waiting in Queue	Number of contacts waiting in the queue.
Avg Queue Wait Time	The average time that the customer contact waits in a queue after the agent connects to the call.

Agent outdial statistics - historical reports

This report gives the historical statistics for an agent's outdial calls.

Table 11. Agent outdial statistics historical parameters
Parameter	Description
Agent Name	Name of an agent.
Interval	The time interval for the report.
Channel Types	The mode of customer interaction such as chat, email, social, or telephony.
Initial Login Time	The date and local time the agent logged in.
Outdial Contact Handled	The number of outdial calls handled by an agent within the interval.
Outdial Average Handle Time	The average time an agent takes to handle the outdial calls. The average time includes the connected time, hold time, and wrap-up time.
Outdial Connected Time	The total amount of time an agent spends talking to the customer on an outdial call, including the hold time.
Outdial Average Connected Time	The average time that an agent spends talking to the customer on an outdial call, including the hold time.
Outdial Talk Time	The total amount of time an agent spends talking to the customer on an outdial call, excluding the hold time.
Number of Transfers	The number of times the calls were transferred.
Average Consult Talk Duration	The average duration for which an agent consulted with another agent or a third party, keeping the caller on hold.

Agent outdial statistics - real-time reports

This report gives the real-time statistics for an agent's outdial calls.

Table 12. Agent outdial statistics real time parameters
Parameter	Description
Interval	The time interval for the report.
Agent Name	Name of an agent.
Channel Type	The mode of customer interaction such as chat, email, social, or telephony.
Login Time	The date and local time the agent logged in.
Outdial Contact Handled	The number of outdial calls handled by an agent within the interval.
Outdial Average Handle Time	The average time that an agent takes to handle the outdial calls. The average time includes the connected, hold, and wrap-up times.
Outdial Connected Time	The total amount of time an agent spends talking to the customer on an outdial call, including the hold time.
Outdial Average Connected Time	The average time that an agent spends talking to the customer on an outdial call, including the hold time.
Outdial Talk Time	The total amount of time an agent spends talking to the customer on an outdial call, excluding the hold time.