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Agents Metrics

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To analyze your agents call metrics:

  • Start by clicking the "Reporting" section [1].
  • Select the "Agents" tab [2].
  • Choose the desired time period for your analysis by clicking the calendar icon on the top right corner [3].

Calls Filters: Ring Groups 

By default the Agents call metrics tab displays all agents, but it might be useful for you to only see agent status per ring groups. To do this, simply select from the drop down menu next to "Filter by Ring Group" [4] to narrow your selection.

Evolution Graph

You can select the time interval by minute, hour, day, week or month [5] to see the details in the chart in different types:

  • Total agents [6]: the number of agents during a specific time frame  segmented by status type.
  • Agents availability [7]: breakdown of time agents spent per status during the selected time period.

Agents Metrics

  • Outbound calls [8]: total number of outbound calls.
  • Inbound calls [9]: total number of inbound calls.
  • Average speed to answer [10]: calculates the average time it takes an agent to answer the call after it started ringing. This metric is available per agent but may include the time the call spent ringing for previous agents in case of sequential dial attempts for the same call. For example, if a call rings agent A then agent B, it will capture the ring time for both agents.
  • Average duration [11]: average time the agent takes to finish a call.

You can also find additional information for each agent by clicking the "Details” link next to each agent [12].

 

Detailed Metrics per Agent

Once you click the "Details” link next to an agent, the following information is displayed:

General Metrics Per Agent

  • Total calls [13]: total number of calls handled by the agent.
  • Total duration [14]: total duration of all calls handled by the agent. 

Note: The total duration is tracked directly from the call's talk time. In case of a call transfer, it gets credited to the agent that finishes the call.

 

Evolution Graphs

  • Agent Status [15]: breakdown of time the agents spent per status during the selected time period. 

Note: The "On a Call" metric represents the time the agent spent in this status. It can potentially be higher than the Total duration since connection times in outbound calls count towards time in "On a Call" (i.e.: the agent isn't available to receive other calls, but isn't yet speaking with a customer).

 

Inbound/Outbound Calls Per Agent

You can choose to see information relative to "Inbound" [16] or "Outbound" [17] calls per agent by clicking the respective buttons on the right end side of the central bar:

  • Inbound/Outbound calls [18]: total number of inbound/outbound calls.
  • Average speed to answer [19]: calculates the average time it takes an agent to answer the call after it started ringing. This metric is available per agent but may include the time the call spent ringing for previous agents in case of sequential dial attempts for the same call. For example, if a call rings agent A then agent B, it will capture the ring time for both agents.
  • Answered calls [20]: total number of outbound calls placed by the agent that were answered.

The chart will display the number of inbound/outbound calls the agent made within your specified time interval.

 

Sentiment Metrics per Agent (Closed Beta)

The following additional Sentiment metrics are displayed:

Sentiment-Agent.png

  • Avg. CSAT, CSAT Response Rate, CSAT Survey sent, CSAT Response received and Avg. Mood [21].
  • Evolutions graphs for Avg. CSAT [22], Avg. Mood [23], CSAT Response Rate [24] and Mood Completion [25].

More information on Sentiment metrics can be found here.

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