Unity - Agent Summary 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 Summary 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.
  
  
• Sampling: The interval frequency the report gets broken down into.
  
  
• Filters: Select either specific agents to run the report for, or select All Agents at the top of the list.
  
  
• Output Type: Choose either a PDF or Excel format
  
  

Report Output

The report generates several charts and tables displaying the call summary, activity summary, and high water marks for the agents over the period selected.

The Call Summary sections show the average time spent on each call type

• ACD Duration - Time spent on calls from the queue
• Outbound ACD Duration - Time spent on calls placed outbound using a queue DNIS.
• Route Point Duration - Not supported by Nextiva.
• Inbound Duration - Time spent on calls placed directly to the agent's line
• Outbound Duration - Time spent on calls placed by the agent from their own line.
• Internal Duration - Time spent on calls placed to internal sources.

The Activity Summary sections show the average time spent in different states by the agents

• Staffed Time - Time spent in any sign in state (Sign-in, Available, Wrap-Up, Unavailable)
• Wrap-Up Time - Time spent in the wrap-up state after an ACD call.
• Unavailable Time - Time spent in any unavailable state.
• Talk Time - Time spent on a phone call talking to the caller
• Hold Time - Time spent with the caller on hold
• Handle Time - Time to complete a call from the queue.

The High Water Marks sections show the longest times for each call type

• ACD Call - Calls from the queue
• Outbound ACD Call - Calls placed outbound using a queue DNIS.
• Route Point Call - Not supported by Nextiva.
• Inbound Call - Calls placed directly to the agent's line
• Outbound Call - Calls placed by the agent from their own line.
• Internal Call - Time spent on calls placed to internal sources.