Agent List
- 24 Jan 2024
- 6 Minutes to read
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Agent List
- Updated on 24 Jan 2024
- 6 Minutes to read
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Article Summary
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Who should read this article: Administrators, Supervisors
Review agent metrics, keyword use, and status statistics for agents and teams.
Introduction
The Agent List report provides insight into the performance of the Agent in your contact center. You can run reports on single agents, multiple agents, and one or more teams.
The Agent List report supports the following report parameters:
Configure the report parameters, then click Run report. Depending on how many agents and parameters you specify, the report might take a few minutes to compile. When the report is ready, it is displayed in the Agent List table at the bottom of the Create report page. The report can be downloaded to a CSV file for further processing outside the Voiso application.
Report options
Choose the date or date range for which you want to produce a report.
Metrics
The Agent Panel enables agents to track their own metrics to gauge their performance against other agents in your contact center. The Agent List Metrics report enables you to access the same metrics for one or more agents or one or more teams.
Tip
The metrics are enabled for the Agent Panel in the System settings; however, all metrics are available for users who have access to Historical reports.
The following metrics are available in the Agent List report, except for the statuses, which are available in the Statuses report:
| Metric | Description |
|---|---|
| AACWT | Average After Call Work Time: The average time an agent spends in the After Call Work state. |
| AC | Answered Calls: The number of inbound calls an agent answered. |
| ACD | Average Call Duration: The average time callers spend on the phone with an agent. Includes hold time. |
| AHLDT | Average Hold Time: The average time callers spend on hold with an agent. |
| AHT | Average Handling Time: The average time an agent spends handling a call. Includes routing, talk, hold, and after call work time. |
| ANA | Average Non Answered: The average number of inbound calls routed to an agent that were not answered by the agent |
| Ans. Eff. | Answered and Effective: The number of outbound calls that were connected and had a duration longer than X seconds, where X is a limit defined by the contact center administrator. |
| Ans. Not DVM | Answered (not Direct to Voicemail): The number of outbound calls that were answered by a person and had a duration of more than Y seconds, where Y is a limit defined by the contact center administrator. |
| Ans. Not Eff. | Answered and Not Effective: The number of outbound calls that were connected and had a duration longer than Y seconds but less than X, where Y < X, and X and Y are limits defined by the contact center administrator. |
| Ans. Ratio | Answer Ratio: The percentage of outbound calls that connected. It does not include short-duration (less than Y seconds) calls, where Y is a limit defined by the contact center administrator. |
| ATT | Average Talk Time: The average time callers spend speaking with an agent. It does not include hold time. |
| TTT | Total Talk Time: The total time an agent spends talking on calls. Includes talk and mute time. |
| DVM | Direct to Voicemail: The number of outbound calls answered by an Answering Machine. The number of outbound calls that connected and had a duration of less than Y seconds and were assumed to be answered by voicemail, where Y is a limit defined by the contact center administrator. |
| HC | Handled Calls: The number of inbound calls an agent handled. Calls transferred from other agents are included, but calls transferred to other agents are not included. |
| Incor. Nmbr | Incorrect Number: The number of outbound calls that could not be completed due to an incorrect called party number. |
| Last Login | The date and time an agent last logged in. |
| New Nmbrs | New Destination Number: The number of new destination numbers an agent tried to reach. |
| No Ans. | No Answer: The number of outbound calls that reached the contact, but were not answered. |
| TC | Total Calls: Total number of calls placed or routed to an agent. Includes inbound, manual outbound, and Dialer calls. |
| TIC | Total Inbound Calls: The number of inbound calls routed to an agent. |
| Total Outbound Calls | The total number of outbound calls an agent placed. |
| Uniq. Nmbrs | Unique Numbers: The number of unique destination numbers an agent tried to reach. |
| 0-1 min | The number of outbound calls with a duration of more than 0 and less than 60 seconds. Dialer calls included. |
| 1-3 min | The number of outbound calls with a duration of more than 1 and less than 3 minutes. Dialer calls included. |
| 3-10 min | The number of outbound calls with a duration of more than 3 and less than 10 minutes. Dialer calls included. |
| 10+ min | The number of outbound calls with a duration of over 10 minutes. Dialer calls included. |
| After Call Work | The duration an agent was in the After Call Work status after login. |
| Available | The duration an agent was in the Available status after login. |
| Inbound | The duration an agent was in the Inbound status after login. |
| Offline | The duration an agent was not connected to the network after login. |
| Outbound | The duration an agent was in the Outbound status after login. |
| Unavailable | The duration an agent was in the Unavailable (with reason) status after login. |
| Lunch, Coffee Break, Meeting, etc. | The duration an agent was in each custom status after login. |
Analytics
The Voiso Keywords and Speech analytics features use Voiso speech recognition technology to process call audio recordings into a text transcript of the call. The transcript is stored as part of the Call Detail Record (CDR) and is available in the Keyword use report.
The Analytics report enables you to track keyword group usage by agent, multiple agents, or team.
Specify whether you want to report on all participants in calls, just agents, or just clients (contacts).
Choose from one or more of the keyword groups that are defined for your contact center. Select Agent conversation score to include the conversation scores of each agent in the report.
Statuses
Agents use the Agent Panel to select their availability status from the agent status list and unvailable codes defined for your contact center. Use the Statuses report to view the time spent in the specified statuses.
Agents
Choose the teams and agents for whom you want to produce a report.
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