Agent List
    • 25 Jul 2024
    • 6 Minutes to read
    • Dark
      Light
    • PDF

    Agent List

    • Dark
      Light
    • PDF

    Article summary

    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.

    Reporting Agent List Report Results

    Report options

    Choose the date or date range for which you want to produce a report.

    Reporting Agent List Report Options Calendar Picker

    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.

    Reporting Create Report Metrics Tab

    The following metrics are available in the Agent List report, except for the statuses, which are available in the Statuses report:

    MetricDescription
    AACWTAverage After Call Work Time: The average time an agent spends in the After Call Work state.
    ACAnswered Calls: The number of inbound calls an agent answered.
    ACDAverage Call Duration: The average time callers spend on the phone with an agent. Includes hold time.
    AHLDTAverage Hold Time: The average time callers spend on hold with an agent.
    AHTAverage Handling Time: The average time an agent spends handling a call. Includes routing, talk, hold, and after call work time.
    ANAAverage 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 the Effective Call Duration timer setting.
    Ans. Not DVMAnswered (not Direct to Voicemail): The number of outbound calls that were answered by a person and had a duration longer than the VoiceMail timeout timer setting.
    Ans. Not Eff.Answered and Not Effective: The number of outbound calls that were connected and had a duration longer than the VoiceMail timeout timer setting, but shorter than the Effective Call Duration timer setting.
    Ans. RatioAnswer Ratio: The percentage of outbound calls that connected. It does not include calls that were shorter than the Effective Call Duration timer setting.
    ATTAverage Talk Time: The average time callers spend speaking with an agent. It does not include hold time.
    TTTTotal Talk Time: The total time an agent spends talking on calls. Includes talk and mute time.
    DVMDirect to Voicemail: The number of outbound calls answered by an Answering Machine. The number of outbound calls that connected and had a duration less than the VoiceMail timeout timer setting.
    HCHandled 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. NmbrIncorrect Number: The number of outbound calls that could not be completed due to an incorrect called party number.
    Last LoginThe date and time an agent last logged in.
    New NmbrsNew 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.
    TCTotal Calls: Total number of calls placed or routed to an agent. Includes inbound, manual outbound, and Dialer calls.
    TICTotal Inbound Calls: The number of inbound calls routed to an agent.
    Total Outbound CallsThe total number of outbound calls an agent placed.
    Uniq. NmbrsUnique Numbers: The number of unique destination numbers an agent tried to reach.
    0-1 minThe number of outbound calls with a duration of more than 0 and less than 60 seconds. Dialer calls included.
    1-3 minThe number of outbound calls with a duration of more than 1 and less than 3 minutes. Dialer calls included.
    3-10 minThe number of outbound calls with a duration of more than 3 and less than 10 minutes. Dialer calls included.
    10+ minThe number of outbound calls with a duration of over 10 minutes. Dialer calls included.
    After Call WorkThe duration an agent was in the After Call Work status after login.
    AvailableThe duration an agent was in the Available status after login.
    InboundThe duration an agent was in the Inbound status after login.
    OfflineThe duration an agent was not connected to the network after login.
    OutboundThe duration an agent was in the Outbound status after login.
    UnavailableThe 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.

    Reporting Create Report Keywords Tab

    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.

    Reporting Create Report Statuses Tab

    Agents

    Choose the teams and agents for whom you want to produce a report.

    Reporting Create Report Agents Tab

    Scheduled reports

    This report can be scheduled to be delivered to one or more email addresses. For more information about scheduling reports, refer to Historical reports overview.


    Was this article helpful?