Performance: Agent Activity

Performance: Agent Activity


Agent Activity


Agent Activity provides a real-time look into what agents are doing at any given moment, no matter what campaign they are assigned to. Users will be able to see an agent’s current status, how long they’ve been in that status, when they started, and other pertinent information. Agent Activity also provides data on agent behavior during the entire day, such as average talk time, total time on break, etc. Users are able to resort this data, allowing them to better focus on their particular needs.


Fields are:

Agent                                              Agent Name
Started                                           Started is the time the agent logged in for the day.
Action                                             Listen, Take over call on Agent Monitoring; same fields included as Agent Activity with Action Field included
Status                                             Status is Agent Status.   Statuses are defined as:
                                                       Talking                                   Agent is on a call
                                                       Lunch                                    Agent is on lunch break
                                                       Ready                                   Agent is logged in, available to take the next call delivered
                                                       Break                                    Agent is on break
                                                       Wrap                                     Agent is performing after call work
                                                       Meeting                                Agent is in a meeting or instructed to go into meeting status
                                                       Onhold                                 Agent is on a call and has placed the caller on hold
                                                       Bathrom
                                                       Not Ready                            Agent is logged in but not in a Ready status, available to take calls.
                                                       Preview                                Agent is performing tasks associated with "preview" on an outbound campaign
                                                       Time                                     Time in actual status; the length of time the agent has been in the current status
                                                       Phone #                               The phone number which the agent is talking to.
                                                       Campaign                            The campaign that received the caller
                                                       TC                                        Total Calls; total number of calls for the agent
                                                       C                                          Total Contacts; total number of contacts for the agent
                                                       S                                          Total Successful Calls; total number of successful calls for the agent
                                                       Rev Revenue                       Total revenue collected by the agent
                                                       Talk                                      Total time talking; displayed in hours/minutes/seconds, total amount of time agent has spent talking
                                                       AT                                         Average talking time; Total time agent has spent talking divided by the total calls
                                                      Wait                                      Total Time Waiting; Total time agent has spent waiting for a call
                                                      AW                                        Average waiting time; Average time agent has spent waiting between calls
                                                      NR                                        Total Time Not Ready; Total time agent has spent in a "not ready" status; not available to take calls
                                                      AVN                                      Average time not ready; Average time agent has spent in a "not ready" status  **
                                                      Wrap                                    Total time in wrapping; Total time agent has spent in wrap status, performing after call work
                                                      Awr                                       Average Wrapping; Average time agent has spent in Wrap status
                                                      Break                                   Total time agent has spent in Break status
                                                      AB                                        Average Break Time; Average time agent has spent on break;
                                                                                                   Calculation:  total break time divided by number of times agent change status to Break
                                                      M                                          Total time in meetings; Total time agent has spent in meeting status
                                                      Bt                                         Total time in bathroom; Total time agent has spent in bathroom status
                                                      L                                           Total time in lunch; Total time agent has spent in Lunch status


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