Agent Activity Report
- 07 Mar 2023
- 7 Minutes to read
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Agent Activity Report
- Updated on 07 Mar 2023
- 7 Minutes to read
- Print
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Article Summary
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Tegsoft software contributes to the Contact Center management with instant reports or detailed historical reports. It also enables the evaluation of contact center efficiency with its advanced filtering options.
These reports can be viewed in a web browser by generating in HTML format or archived in Excel or PDF file.
Agent Activity is the report that lists agents’ activity data such as Login, Not Ready, Break, Total Talk and Average Talk times according to the selected criteria. These criteria are break type, event type, skill, agent, reason etc. The begin date and time should be selected for all reports. The selection of end date and time is optional. In case of not selected, current date and time is going to be end date and time.
1. Generate Agent Activity Report
Please follow the steps below to generate Agent Activity report.
Step 1 – Click Reports tab.
Step 2 – Click Agent Activity Reports tab.
Step 3 – Set Criteria.
Step 4 – Select Agent Activity Report type.
Step 5 – Select report Format (HTML, PDF, XLS).
2. Filtering Parameters
The Agent Activity report criteria are numbered and given in the figure below.
The criteria and detailed descriptions are given in the table below.
No | Criteria | Description |
1 | Begin Date | List the records after the selected date and time, including this date and time. If the date and time are not selected, the records of the current date and time are listed. |
2 | End Date | List the records before the selected date and time, not including this date and time. |
3 | Break Type | Allows the report to be generated according to the different time periods. |
4 | Event Type | List the records of the event types: Login, Not ready, Busy, Hold, Campaign, Chat. |
5 | Skill | List the records of the skill. |
6 | Agent group | List the records of the agent group defined in the system. |
7 | Campaign | Lists the records of the defined campaign. |
8 | Campaign Group | Lists the records of the defined campaign group. |
9 | Call Direction | List the records of the call directions: Inbound, Outbound, Internal, Transit Traffic. |
10 | Agent | List the records of the agent defined in the system. |
11 | Reason | List the records of the break reasons. |
12 | Project | List the records of the project defined in the system. (Companies holding a project license can define a project.) |
13 | Duration | List the records within the range of minimum and maximum duration values. |
3. Status Report
When the states of agents in the contact center needs to be reported, the Status report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, begin-end date and break type were selected.
Detailed explanations of the data in the Status report in the figure above according to the numbers in the screen are given in the table below.
No | Data | Description |
1 | Agent | The name of the agent. |
2 | Login Time | The amount of time (hours, minutes, and seconds) that an agent remains logged on the system. |
3 | Not Ready | The amount of time (hours, minutes, and seconds) that an agent spent in the Not Ready status. |
4 | Automatic | The amount of time (hours, minutes, and seconds) that an agent spent in the After Login status. |
5 | Operation Time | The amount of time (hours, minutes, and seconds) that an agent spent in the After Call Work status. |
6 | Break Time | The amount of time (hours, minutes, and seconds) that an agent spent in the Break status. |
7 | Lunch Time | The amount of time (hours, minutes, and seconds) that an agent spent in the Lunch status. |
8 | Meeting Time | The amount of time (hours, minutes, and seconds) that an agent spent in the Meeting status. |
9 | System Failure | The amount of time (hours, minutes, and seconds) that an agent spent in the Technical Issue status. |
10 | Medical Time | The amount of time (hours, minutes, and seconds) that an agent spent in the Medical status. |
11 | Interval Service | The amount of time (hours, minutes, and seconds) that an agent spent in the Back Office Activity status. |
12 | Training Time | The amount of time (hours, minutes, and seconds) that an agent spent in the Coaching status. |
13 | Other Time | The amount of time (hours, minutes, and seconds) that an agent spent in the Other status. |
14 | After Camp. | The amount of time (hours, minutes, and seconds) that an agent spent in the After Campaign Work status. |
4. Talk Report
When detailed talk data of the agents in the contact center needs to be reported, the Talk report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, begin-end date, break type and agent were selected.
Detailed explanations of the data in the Talk Reportin the figure above according to the numbers in the screen are given in the table below.
No | Data | Description |
1 | Agent | The name of the agent. |
2 | Login Time | The amount of time (hours, minutes, and seconds) that an agent remains logged on the system. |
3 | Total Talk | The amount of time (hours, minutes, and seconds) that an agent spent in handling customer calls. |
4 | Average Talk | The amount of average time (hours, minutes, and seconds) that an agent spent in handling customer calls. |
5 | Efficiency | The ratio of the sum of total talk timeand after call work time to login time. |
6 | Total | The total number of calls. |
7 | Inbound Call | The total number of inbound calls. |
8 | Outbound Count | The total number of outbound calls. |
9 | Campaign | The total number of campaign calls. |
10 | Not Campaign | The total number of calls without campaign calls. |
11 | Internal Call | The total number of internal calls. |
12 | Requirement | The total number of requirement calls. |
13 | Chat | The total number of webchat calls. |
5. Agent Based Report
When detailed talk data of the agents in the contact center needs to be reported on an agent basis, the Agent Based report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, begin-end dates, break type and agent were selected.
Detailed explanations of the data in the Agent Based Reportin the figure above according to the numbers in the screen are given in the table below.
No | Data | Description |
1 | Call Date | The date the calls were made. |
2 | Login Time | The amount of time (hours, minutes, and seconds) that an agent remains logged on the system. |
3 | Total Talk | The amount of time (hours, minutes, and seconds) that an agent spent in handling customer calls. |
4 | Average Talk | The amount of average time (hours, minutes, and seconds) that an agent spent in handling customer calls. |
5 | Hit Rate | The ratio of answered calls count to total calls count. |
6 | Efficiency | The ratio of total talk time and after call work time to login time. |
7 | Total | The total number of calls. |
8 | Inbound Call | The total number of inbound calls. |
9 | Outbound Count | The total number of outbound calls. |
10 | Campaign | The total number of campaign calls. |
11 | Not Campaign | The total number of calls without campaign calls. |
12 | Internal Call | The total number of internal calls. |
13 | Requirement | The total number of requirement calls. |
14 | Chat | The amount of time (hours, minutes, and seconds) that an agent spent in the web chat calls. |
6. Detailed Status Report
When states and state reason of agents in the contact center needs to be reported in detail, the Detailed Status report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, begin-end dates, break type and agent were selected.
Detailed explanations of the data in the Detailed Status Reportin the figure above according to the numbers in the screen are given in the table below.
No | Data | Description |
1 | Agent | The name of the agent. |
2 | Begin date | The begin date and time an agent's status started. |
3 | End date | The end date and time an agent's status ended. |
4 | Duration | The amount of time (hours, minutes, and seconds) that an agent spent in the status. |
5 | Status | The status of the agent. |
6 | Reason | The reason of the agent’s status. |
7. Agent Skill Assignment Report
When the skill data of agents in the contact center needs to be reported, the Agent Skill Assignment report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, begin-end dates, break type and agent were selected.
Detailed explanations of the data in the Agent Skill Assignment Reportin the figure above according to the numbers in the screen are given in the table below.
No | Data | Description |
1 | Agent | The name of the agent. |
2 | Skill | The skill number to which an agent is assigned. |
3 | Begin Date | The begin date and time an agent is assigned to the skill. |
4 | End Date | The end date and time an agent is unassigned from the skill. |
5 | Total Time | The amount of time (hours, minutes, and seconds) that an agent spent in the status. |
7.Concurrency Report
When the count data for the agents’ login (license consumption) according to the day, month, or year in the contact center needs to be reported, the Concurrency report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, begin-end dates, break type and agent were selected.
Concurrency report has been added to agent activity report types. Concurrency report provides count data for the agents’ login (license consumption) according to the day, month, or year.
Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.
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