Unity - Agent Activity Report

Access Reporting

From the Unity application, click the Reports button at the top to make the Report Viewer window appear.

Run the Report

In the Report Viewer window, select Agent Activity Report from the drop-down menu.

Confirm each of the fields has the correct information

• Start Period: Start time for the report.
  
  
• End Period: End time for the report.
  
  
• Real-time report: Check this box to remove the end time option and have the report run through the present.
  
  
• Sampling: Interval breakdown for the report.
  
  
• Filters: Select either specific agents to run the report for, or select All Agents at the top of the list.
  
  
• Short Duration: Counts the number of ACD short-duration calls completed by an agent during an interval. You can set the length of a short-duration call from 1 to 7,200 seconds. 
  
  
• Call Completion: Counts 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 from 1 to 7,200 seconds. 
  
  
• Output Type: Choose either a PDF or Excel format
  
  

Report Output

The output is broken into several sections. 

Activity Duration Summary Charts

The first section contains two charts showing the total time spent in the ACD states, and a breakdown of time spent in available, wrap-up, and unavailable states. 

Activity Duration Counts Table

The second section is a table breaking down the different calls the agents took during each interval.  Each interval will have a summary of the total activity for that interval, and at the end of the table, a full total summary will be present.

Column Definitions:

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.

Activity Duration Table

The final section is a table breaking down the total time spent in different states during the interval.  Each interval will have a summary of the total activity for that interval, and at the end of the table, a full total summary will be present.

Column Definitions:

Name - Name of the agent.

Available - Total time in an Available ACD state.

Unavailable - Total time in 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).