1.2.2 Agent Statistics
The Agent Statistics Report provides statistics for each of the selected agents. It helps to track the performance of individual agents to identify top performers or those needing support. It enables performance coaching and better resource allocation.
The report includes the following information:
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Header Item
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Explanation
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Report Properties
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Shows the report type and the name of the report.
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Report Period
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The selected time frame over which the agent statistics will be reported.
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Recurrence
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Whether the report is a recurring report. If not, it is created as a one time report.
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Scheduled at
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The date (dd/mm/yyyy) and time (hh:mm), when the report has been generated.
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Included extensions
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List of the agents extensions included in the report. If agents have been manually selected for the report, they are listed with their extensions.
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Recipients (X)
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The recipients that have been selected to receive the report are listed with their email addresses.
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Scheduled by
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Email address of the person who created the report.
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Description
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Description of the report optionally added by the owner of the report.
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Report ID
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Only available, when Debug Mode is enabled, see To enable the Debug Mode.
Click on Copy to clipboard to copy the respective report ID to the clipboard.
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Table Item
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Explanation
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Agent Name
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Listing the names of the agent(s).
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Agent Extension
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Listing the extension numbers of the agent(s).
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Offered Calls
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Number of inbound calls offered to the respective agent.
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Answered Calls
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Number of inbound calls answered by the agent.
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Unanswered Calls
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Number of calls that were offered to the agent but not answered due to one of these reasons:
 The agent did not respond within the configured ring timeout period and the call was redirected back to the queue,the agent declined the call,the call was redirected by the agent or queue. |
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Declined Calls
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Number of calls declined by the agent.
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Picked up Calls
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Number of calls to the queue that were answered through call pickup (using *8) by another user than the agent to which the call was offered.
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Redirected Calls
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Number of calls forwarded or transferred by the agent or queue.
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Average Talk Time
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The average talk time of all inbound calls handled by the agent.
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Total Talk Time
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The total talk time of all inbound calls handled by the agent.
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