There are the following four agents’ performance/evaluation reports, that can be used by user/admin to check / monitor system progress.
1. Queue Statistics: Live statistics about queues
2. Live Statistics: Live statistics about agents
3. Agent Statistics : Agent activity logs / statistics
4. Campaign Statistics: Campaign related activity logs/statistics
Although the reports are self-explanatory, the following explanation may help regarding understanding the individual
1: Queue statistics
Extension number assigned to this queue
Associated agents who are not available / not ready to take calls
Total number of agents which can take calls ( including busy )
Busy agents may include agents on live calls, on hold, and also in wrapup status
A number of total clients/calls that waiting for free agents.
will show time for client/call which is waiting for the longest time.
A number of calls which is active with agents.
2: Live statistics
Live Campaign statistics
A total number of calls in the campaign queue/skill group waiting for the next available agents.
call_queued = Count ( all calls having ‘queued’ status )
The status of the agent can be any of the following depending on the current state of the agents
Agent logged off, probably due to shifting end.
Agent present but not ready to take calls, probably on break.
Agent ready to take calls
Agent handling live calls
The agent has put the customer on hold during a live call
The agent has completed the call, and now wrapping up the call/saving call outcome.
Login date and time for the current session of the agent.
The total length of time for the current session of the agent.
3: Agent statistics
Agent login date and time
Agent log-off date and time
The total number of calls handled by agents does not include abandoned calls or calls where customers did not choose to talk
Average time agents remained busy handling calls including talk time and wrapping uptime
A total number of calls held in queues. basically, all agent calls are being routed through the queue, so here we list only those
calls which took more than 5 seconds in queue
held calls = total ( where queue wait > 5 seconds)
Total time agent remained on break
Total busy time of agent, including the talk time and wrapping uptime
The total time when the agent chose to put the customer on hold during live calls. different from wait time in queue
Total time agent remained live with the customer, including the on-hold time.
Total time is taken by the agent to answer calls Note: In the live mode for an agent, the call is answered automatically and immediately, so
There will be 0 delays.
Total time is given for wrapping up calls outcome
Percentage of the agent’s busy time versus agent’s total shift time.
Occupancy = ( talk time + wrap time ) / agent login duration
The total duration of breaks taken by the agent
break reason code, in case of multiple breaks in a session, reasons will be separated by an arrow ->
4: Campaign statistics
Date / Time
Campaign creation date and time.
Total Ring time or delay before the user answers the call. please remember it does not include time in queue. Note: In case of
inbound campaigns, there is no delay before answer, ICTBroadcast answers inbound calls immediately.
A number of calls connected with agents do not include calls abandoned in a queue or have no choice to talk with the agent.
A total number of calls attempted under the selected campaign, regardless of their outcome.
The number of calls abandoned from the queue, either by timeout, agent unavailability or on customer action/request.
Total agent time, consumed handling calls, in addition, to talk time it also includes wrap uptime
handle_time = ( total talk time + total wrap up time )
Duration of the call when customer remained with a live agent. please note that it also includes the hold time.
Total time agents remained in on-hold status.
Similar to total offered calls it includes all calls connected with an agent or left before. However, unlike offered calls, it does not
include failed calls, i.e busy, no answer, or failed due to network error.
Total time customer remained in the queue, including the abandoned calls
Total time of queue for abandoned calls
Handle time (μ)
Average handle time, see the handling time.
Answer Time (q)
Total wait before agent answer, i.e total ring time for agents Note: In the live mode for an agent, the call is answered automatically and
immediately, so there will be 0 delay.