NextOS Call Center Reports: Agent Duration By Skill

This report can be run from the supervisor dashboard.

Report Input

Scope: Select all agents or a specific set of agents.

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

Sampling: The report to 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: The report to be exported into an Excel or PDF document if you don't want to view it online.

Report Output

The report is broken into four different sections: two charts, and two tables.  The No Skill result is used when an agent is assigned to a call center that does not use skill-based routing.

The first is a chart of total call time based on the skill level of the calls.




The second chart is a breakdown of the average length of calls broken down by skill level.




The first table is the total talk time for each agent broken down by skill level.




The second table is the average call length for each agent broken down by skill level.