NextOS Call Center: Agent Summary 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 agents or a specific set of agents.

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.

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 3 sets of information in this report.

First Section

Name - Name of agent.
Average ACD Duration - Average length of all ACD calls across the duration.
Average Outbound ACD Duration - Average length of outbound ACD calls across the duration.
Average Route Point Duration - *Not currently supported.*
Average Outbound Route Point Duration - *Not currently supported.*
Average Inbound Duration - Average length of all direct calls to the agent.
Average Outbound Duration - Average length of all outbound calls made by the agent to external numbers.
Average Internal Duration - Average length of all calls within the entire account, both inbound and outbound.

Second Section

Name - Name of agent.
Average Staffed Time - Average time the agent spent signed into call centers over the duration of the report.
Average Wrap-up Time - Average time the agent spent in Wrap Up after the calls over the duration of the report.
Average Unavailable Time - Average time the agent spent in Unavailable over the duration of the report.
Average Talk Time - Average time spent per call over the duration of the report.
Average Hold Time - Average time each call was on hold over the duration of the report.
Average Handle Time - Average time each call lasted in total (hold time plus talk time).

Third Section

Name - Name of agent.
Longest ACD Call - Length of time the agent took for the longest call from a call center.
Longest Outbound ACD Call - Length of time for the longest call the agent made calling from a call center.
Longest Route Point Call - *Not currently supported.*
Longest Outbound Route Point Call - *Not currently supported.*
Longest Inbound Call - Length of longest call direct to agent.
Longest Outbound Call - Length of longest call agent made to an external number.
Longest Internal Call - Length of the longest call to or call from another user in the entire account.