help • 1 Reporting App • Report Types • Agent Statistics per Queue
1.2.3 Agent Statistics per Queue
The Agent Statistics per Queue shows the data based on a list of agents where the data is further subdivided by the agents respective queues. This report type is useful if agents are logged in multiple queues and you want to report their data per queue.
The report includes the following information:
Header Item
Explanation
Report Properties
Shows the report type and the name of the report.
Report Period
The time period covered in the report.
Recurrence
Whether the report is a recurring report. If not, it is created as a one time report.
Scheduled at
The date (dd/mm/yyyy) and time (hh:mm), when the report has been generated.
Included extensions
List of the agents per queue included in the report. If agents have been manually selected for the report, they are listed with their extensions.
All queues of the respective included agents are added.
Recipients (X)
The recipients that have been selected to receive the report are listed with their email addresses.
Scheduled by
Email address of the person who created the report.
Description
Optional description of the report added when creating the report.
Table Item
Explanation
Agent Name
Listing the agents’ names.
Agent Extension
Listing the agents’ extensions.
Queue Name
Listing the queues of the respective agents.
Queue Extension
Listing the extensions of the agents’ queues.
Offered Calls
Total number of inbound calls offered to the respective agent.
Answered Calls
Number of calls that the agent has answered.
Unanswered Calls
The sum of Total Number of Calls minus the number of Answered Calls.
Calls can be unanswered because the agent declined the call, the call was abandoned by the caller, the call was forwarded or transferred by the agent.
Declined Calls
Number of calls declined by the agent.
Picked up Calls
Number of calls to the queue picked up (using *8) by another user than the agent to which the call was offered.
Redirected Calls
Number of calls that were redirected (forwarded or transferred) by the agent.
Average Talk Time
The average talk time of all inbound calls handled by the agent.
Total Talk Time
The total talk time of all inbound calls handled by the agent.
Availability
The time that the agent spent in the active state (was logged into the queue).
Availability (%)
The time in percentage the agent had an active queue status and was available for calls from the queue.
Unavailable Time
The time that the agent spent in the inactive state (was not logged into the queue) or was not a member of the queue.
Occupancy (%)
The time in percentage the agent was actively engaged in interaction handling activities for the respective queue, based on the agents’ Total Talk Time in relation to the agents Availability.