NextOS Call Center: Agent Activity Report

This report can be run from the Supervisor Dashboard. Click here to return to the Supervisor Dashboard article. 
 

From the main dashboard, select Reporting at the top right. 

Report Input

Scope: Select all call centers or specific call centers.

Type: Run reports over a selected period of time or receive real-time updates. You can also choose to schedule emailed reports at a recurring time.

Call Completion: This setting is used to count the number of ACD calls an agent has completed within a service level during the specified interval. The Call Completion service level can be set to “1” through “7200” seconds.

Short Duration This setting is used to count the number of ACD short duration calls completed by an agent during an interval. You can set the maximum length of a short duration call to “1” through “7200” seconds.

Sampling: The report can be broken down into different increments of time. For 15 or 30 minutes, the time frame of a historical report has to fall into 15 or 30-minute increments cleanly.

Output Format: Export the report into an Excel or PDF document if real-time data is not needed.

NOTE: Real-time reports can only be viewed as HTML as they are updated automatically.

Report Output

There are two sets of data given in this report.

First Set of Data:

For this example a call completion time of of 300 (5 minutes) has been set, and a short duration time of 60 (1 minute) has been set.

The report will now isolate all calls that meet that criteria.

Based on the above report, we can see that we got 55 calls from 6-7AM.

Two of the calls lasted less than 1 minute (Short Duration).

18 of the calls were completed within 5 minutes (Call Completion).

Name - Name of agent.

ACD Calls - Total number of inbound calls from call centers.

Short Duration Calls - Number of calls completed within the defined short duration.

Calls Completed in Service Level - Number of calls completed within the defined service level.

Bounced Calls - Number of calls the agent bounced.

Transferred Calls - Number of calls transferred by the agent.

Long Hold Bounced Calls - Number of calls bounced by being on hold for too long.

Escalated Calls - Calls escalated through agent dashboard or unity agent.

Emergency Calls - Calls flagged as emergency through agent dashboard or unity agent.
 

Second Set of Data:

Name - Name of the agent.

Available - Total time in an Available ACD state.

Unavailable - Total time an Unavailable ACD state.

Wrap Up - Total time in the Wrap Up ACD state.

Talk - Total time the agent was talking on the phone.

Hold - Total time the agent had callers on hold.

Idle - Total time the agent was Available without a call on their phone.

Staffed - Total time the agent was Signed In for the queue (Available, Unavailable, Wrap Up, Sign in).