Agent Metrics Daily Report

The Agent Metrics Daily Report is a daily summary of agent performance metrics, by channel.

To generate an Agent Metrics Daily Report:

On the Reports tab, click New Report.
In the list of reports, choose the Agent Metrics Daily Report.
Enter the Report Name and Report Description.
Select a Time Period.
Select Data Filters.
Select Report Generation and choose from the following options:
- - Schedule
    - Run On Demand
    - Schedule
  - Select Format
    - PDF
    - CSV
  - Send To (single email address or a mailing list)
Click Create.
An instance of the Agent metrics report is generated.
Click the Run icon next to the instance of the report.

While generating reports you have two options, Run On Demand and Schedule.
Run On Demand: While creating a new report or editing an existing report, the schedule of the report can be set to run on demand.
Schedule: While creating a new report or editing an existing report, the schedule of the report can be changed. The use of the schedule is the standard way to generate a report. If the report is scheduled for later then it will automatically be generated on the scheduled day and time without the need to click Run.
First, the report object is configured (as PDF) and then the report output is generated as PDF. Click the PDF/Page icon to download the report.

Note: The red dot beside the report indicates that the report has been generated within the last 24 hours. You can download the report and save and view it in pdf format.

The Agent Metrics Daily Report is generated and is available for download.

Field	Description	Example	Weekly Summary	Monthly Summary
Date	Date (12:00 am-11:59 pm) – figures grouped by Date and Channel.	“2023-01-25”	Not Applicable (NA)	Not Applicable (NA)
Channel	Name of the Channel.	Channel name (in words)	NA	NA
Sessions	Number of sessions the Agent was involved in – number of conversations accepted.	NNN (84)	NA	NA
Total ACW	The amount of time the Agent spent in After Call Work (ACW).	NNN:NN:NN (“323:21:23”)	NA	NA
Average ACW	Total ACW / Sessions.	NNN:NN:NN (“323:21:23”)	SUM	SUM
Holds	The number of times the Agent placed conversations on hold.	NNN (63)	AVG	SUM
Total Hold	Total Amount of time the Agent placed conversations on hold.	NNN:NN:NN (“323:21:23”)	SUM	SUM
Average Hold	Total Hold / Sessions.	NNN:NN:NN (“323:21:23”)	SUM	SUM
Total Handle	The sum of all Handle times for each conversation by the Agent.	NNN:NN:NN (“323:21:23”)	SUM	SUM
Average Handle	Total Handle / Sessions.	NNN:NN:NN (“323:21:23”)	AVG	AVG
Transfers	The number of transferred conversations from the Agent.	NNN (39)	SUM	SUM
Transfer %	(Transfers / Sessions) * 100.	NN % (38%)	AVG	AVG
Average CSAT	The sum of all CSAT values (1–5) / Number of Sessions with scores.	N:NN (4.32)	AVG	AVG

The Agent Metrics Daily Report is a daily summary of agent performance metrics, by channel.

To generate an Agent Metrics Daily Report:

On the Reports tab, click New Report.
In the list of reports, choose the Agent Metrics Daily Report.
Enter the Report Name and Report Description.
Select a Time Period.
Select Data Filters.
Select Report Generation and choose from the following options:
- - Schedule
    - Run On Demand
    - Schedule
  - Select Format
    - PDF
    - CSV
  - Send To (single email address or a mailing list)
Click Create.
An instance of the Agent metrics report is generated.
Click the Run icon next to the instance of the report.

While generating reports you have two options, Run On Demand and Schedule.
Run On Demand: While creating a new report or editing an existing report, the schedule of the report can be set to run on demand.
Schedule: While creating a new report or editing an existing report, the schedule of the report can be changed. The use of the schedule is the standard way to generate a report. If the report is scheduled for later then it will automatically be generated on the scheduled day and time without the need to click Run.
First, the report object is configured (as PDF) and then the report output is generated as PDF. Click the PDF/Page icon to download the report.

Note: The red dot beside the report indicates that the report has been generated within the last 24 hours. You can download the report and save and view it in pdf format.

The Agent Metrics Daily Report is generated and is available for download.

Field	Description	Example	Weekly Summary	Monthly Summary
Date	Date (12:00 am-11:59 pm) – figures grouped by Date and Channel.	“2023-01-25”	Not Applicable (NA)	Not Applicable (NA)
Channel	Name of the Channel.	Channel name (in words)	NA	NA
Sessions	Number of sessions the Agent was involved in – number of conversations accepted.	NNN (84)	NA	NA
Total ACW	The amount of time the Agent spent in After Call Work (ACW).	NNN:NN:NN (“323:21:23”)	NA	NA
Average ACW	Total ACW / Sessions.	NNN:NN:NN (“323:21:23”)	SUM	SUM
Holds	The number of times the Agent placed conversations on hold.	NNN (63)	AVG	SUM
Total Hold	Total Amount of time the Agent placed conversations on hold.	NNN:NN:NN (“323:21:23”)	SUM	SUM
Average Hold	Total Hold / Sessions.	NNN:NN:NN (“323:21:23”)	SUM	SUM
Total Handle	The sum of all Handle times for each conversation by the Agent.	NNN:NN:NN (“323:21:23”)	SUM	SUM
Average Handle	Total Handle / Sessions.	NNN:NN:NN (“323:21:23”)	AVG	AVG
Transfers	The number of transferred conversations from the Agent.	NNN (39)	SUM	SUM
Transfer %	(Transfers / Sessions) * 100.	NN % (38%)	AVG	AVG
Average CSAT	The sum of all CSAT values (1–5) / Number of Sessions with scores.	N:NN (4.32)	AVG	AVG