This report provides comprehensive insights into the number of wellness breaks provided to agents, along with their workload and performance metrics. It helps you evaluate the effectiveness of the wellness feature within your organization. 

Use this report to track, analyze, and optimize agent wellbeing, performance, and customer satisfaction effectively.

Following are the key insights provided by the Agent Summary and Wellbeing report:

• Wellness Breaks—How many wellness breaks did an agent receive during a specific time period?
• Workload & Performance—What was the agent’s workload and performance during that period, and how have these metrics improved since the wellness feature was enabled?
• Customer Satisfaction—What has been the impact of the wellness feature on customer satisfaction, and how have CSAT scores changed over time?
• Comparative Analysis—How do the Agent Summary metrics compare to those of agents who do not have this feature enabled?

For more information, see the 'Frequently Asked Questions (FAQs)' section of the Improve agent wellbeing and performance with burnout detection and wellness breaks article.

Report Path: Stock Reports > Transition Reports

Agent Summary and Wellbeing report contains one row for each agent. Each row contains a summary of the activities of an agent.

Output Type: Table

Parameters available in the table:

Parameter	Description	Formula
Agent Name	The name of the agent. Used As: Row Segment
Calls Handled	Number of calls that were connected to an agent. If the agent established a conference with another agent, the value increases by one for the conferenced agent. If the agent transferred a call and the call was transferred back to the agent, the value increases by two.	Count of Wrapup Code Name
Calls Presented	Number of calls that were sent to the agent, regardless of whether the agent picked up the call. If a call was connected to an agent, transferred to another agent, and then transferred back to the original agent, the value for the original agent increases by two (once for each time the call was presented).	Count of Contact Session ID
Handled Ratio	Ratio of calls handled by an agent to the calls presented to the agent.	Calls Handled / Calls Presented
Average Handle Time	Average handle time for all calls that the agent handled.	Total Handle Time / Calls Handled
Average Talk Time	Average time that an agent spent in a call.	Average of Connected Duration
Average Hold Time	Average time that an agent put a call on hold.	Average of Hold Duration
Max Hold Time	Maximum time that an agent put a call on hold.	Maximum Hold Duration
Wellbeing Breaks	Number of automated wellbeing breaks offered to agents based on insights from AI-powered agent burnout detection calculations.

This report helps you to monitor Customer Satisfaction (CSAT) trends, enabling you to assess how wellness breaks impact agents' wellbeing and performance, which in turn influences customer satisfaction.

Following are the key insights provided by the Auto CSAT report:

• Agent-Level Insights—What are the Auto CSAT scores for interactions handled by a specific agent, and what are the average, minimum, and maximum trends for that agent? 
• Team-Level Insights — What are the Auto CSAT scores for interactions handled by a specific team, and what are the average, minimum, and maximum trends for that team
• Queue-Level Insights — What are the Auto CSAT scores for interactions in a specific queue, and what are the average, minimum, and maximum trends for that queue?
• Comparative Analysis — How do CSAT scores compare across different agents, teams, and queues? 
• Areas of Improvement — What areas require coaching and training to improve agent performance?
• Interaction Audits — Which interactions need further audits or customer follow-ups? 
• Operational Improvements — Which areas indicate a need for operational or process improvements?  

For more information, see the 'Frequently Asked Questions (FAQs)' section of the Measure customer satisfaction with Auto CSAT article.

Auto CSAT report contains one row for each agent. Each row contains a summary of the activities of an agent.

Report Path: Stock Reports > Historical Reports > Agent Reports

Parameters available in the table:

Parameter	Description	Formula
Agent Name	The name of the agent. Used As: Row Segment
Queue Name	The name of a queue. Calls move from an entry point into a queue and then gets redirected to agents.	Queue Name
Team Name	The name of a team. Used As: Row Segment
Average Auto CSAT	Average of the AI-generated predicted automatic customer satisfaction scores
Max Auto CSAT	Highest predicted automatic customer satisfaction score
Min Auto CSAT	Lowest predicted automatic customer satisfaction score

This report provides insights into the dropped calls and evaluates the significance of the dropped call summary.

The total call duration is the number of minutes customers spent on calls that didn’t terminate gracefully. If call drop summaries are enabled for the organization, and these customers call back, this is the amount of time that could be reduced from call handling times.

A dropped call is categorised as a call that has a termination type of abandoned, sudden disconnect or transfer error or a termination reason of System Error or Queue Timeout.

Following are the key insights provided by the Dropped Call Summaries report:

• Benefits to the organization—How can enabling call drop summaries benefit an organization? What is the potential improvement that could be made to handling time?
• Determine the total duration of calls—What is the total duration of calls that did not terminate gracefully?
• Identify the types of calls—What types of calls are considered call drops?
• Number of call drops—How many call drops are my customers encountering?
• Identify the cause of call drops—What is the primary cause of call drops experienced by my customers?

For more information, see the 'Frequently Asked Questions (FAQs)' section of the Enhance your efficiency using AI-generated summaries article.

Report Path: Stock Reports > Historical Reports > Agent Reports

Dropped call summaries report contains one row for each agent. Each row contains a summary of the activities of an agent.

Parameters available in the table:

Parameter	Description	Formula
Agent Name	The name of the agent. Used As: Row Segment
Queue Name	The name of a queue. Calls move from an entry point into a queue and then gets redirected to agents.	Queue Name
Team Name	The name of a team. Used As: Row Segment
Site Name	The call center location to which a call was redirected. Used As: Row Segment
Call Duration	The time elapsed between the start time and the end time of the call.
Termination Type	A text string specifying how a call was terminated.	Value of Termination type
Termination Reason	The reason for ending the contact. The reason can be one of the following: Agent Left Customer Busy Customer Left Customer Unavailable Not Found Participant Invite Timer Expired